Integrations & Service Design · 2025
From developer ticket to guided setup.
A guided, self-serve flow that simplifies complex technical connections for brands and internal teams.
Role
Senior Product Designer
Worked with
Commercial, Product, Engineering
Covers
Seven integrations, one pattern
Outcome
A repeatable, self-serve setup flow
Setting the Scene
In 2025, as part of the new Campaign Manager redesign, I led the redefinition of SoPost’s integration setup, an essential part of campaign configuration that had never been consistent.
Integrations let SoPost sync data with fulfilment partners, CRMs and ad platforms such as Meta, Klaviyo and Bazaarvoice. Setting one up meant guessing your way through it and usually calling an engineer.
The goal was a guided, self-serve flow that felt as intuitive as the modern SaaS tools people already use, while still meeting the technical and security requirements of each system.
Understanding the Problem
Every integration had been built separately, so no two behaved the same way.
- Terminology varied between integrations
- Validation feedback was unclear or missing
- People had no confidence about whether setup had succeeded or failed
- Engineering had to step in regularly to complete configurations
Process
I mapped the whole flow end to end, to see where friction and validation errors occurred.
To design a consistent model, I reviewed the technical documentation for seven integrations, analysing each system’s data and permission requirements. That shaped one flow pattern that could scale across different connection types, from Meta to Bazaarvoice, with the same logic and visual hierarchy.
I worked closely with our Product Manager, Commercial and Engineering to balance simplicity for the person setting it up against technical accuracy.
Designing the New Flow
The redesign aimed to:
- Introduce a familiar, guided setup experience
- Standardise terminology, validation and feedback
- Provide real-time checks for errors and permissions
- Reduce setup time and dependence on Engineering
I explored reusable SaaS patterns that would feel familiar and trustworthy:
- A central Integrations Hub showing available connections and their status
- Step-by-step flows with contextual help and validation
- Pre-warm states and permission prompts modelled on Intercom and Meta
- Clear empty, loading and success states for reassurance
- Multi-select and multi-account handling for complex scenarios
Each integration type was mapped to its own data and permission flow, and I tested prototypes to confirm people understood them and could recover from errors.
Outcome
The new flow:
- Introduces a clear, repeatable structure across every integration
- Lets teams configure integrations themselves, without Engineering
- Reduces setup errors through guided validation
- Tells somebody what has gone wrong while they can still fix it
It also gives SoPost a scalable foundation. New partners can be added without redesigning the underlying logic or interface.
Reflection
Seven integrations now share one pattern, so somebody connecting Meta finds the same shape as somebody connecting Bazaarvoice, and neither of them has to involve Engineering to do it.
The model is now the blueprint for integrations in Campaign Manager, so a new partner does not mean designing the flow again from scratch.
Let’s improve something together.
Open to part-time roles and fractional contracts, two to three days a week.