Alias & Shared Accounts

• For communicators, shared accounts were becoming increasingly complex to navigate and unsafe for large organizations.
• For Bananatag, system limitations were starting to affect user satisfaction and preventing us from winning larger accounts.

Identify existing pain points and external workflows for internal teams sharing group email addresses.

As the only designer on the project, I planned and conducted research to understand how users worked with email aliases outside and inside the platform. I summarized and presented results, and leveraged insights in team planning conversations.

Results showed that the work didn't have to focus exclusively on building a complex alias feature from the ground up, and that we could make small incremental improvements until the team had enough resources to create a central alias management area.

Insights shaped multiple team roadmaps. Data helped us focus on:

• display name and reply to (✓released)
• list permissions (✓released)
• sharing automation (pending investigation)
• alias (✓released)

The importance of context from outside the product. This research proved that problems can have different solutions when the entire user context is clear.