Customer
Portal
ROLE
Product design
COMPANY
OpenBlock
YEAR
2024-2025
Designed a DeFi portal for organizations to track protocol onboarding and monitor real-time incentive program statuses.
NORTHSTAR
The Customer Portal offers a streamlined "CRM" experience, improving efficiency by centralizing deliverables, tracking milestones, and providing clear incentive program insights.
PROBLEM FRAMING
High-friction onboarding and the lack of a centralized view of incentive performance led to delays and difficulty in assessing the impact of incentive programs.
I led the design transformation of the company, helping OpenBlock transition from a consulting approach to a scalable data infrastructure platform that protocols could build on.
HOW OPENBLOCK WORKS
Mission-critical software for blockchain protocols to efficiently model and allocate token incentives.
HOW MIGHT WE DRIVE CUSTOMER SUCCESS?
Enable streamlined onboarding
Give organizations real-time insights to optimize incentive programs
Provide a single source of truth for program tracking and user engagement
USER RESEARCH
Collaborating with my product manager, we conducted usability studies with 6 customers spanning two segments: organizational partners and protocols. While testing the protocol onboarding flow, I explored two variations
OPTION A
Allow protocols to submit queries from an existing data indexer (Dune, The Graph, Flipside).
OPTION B
AI-powered query generation
LEARNINGS FROM RESEARCH
Launched a staged rollout, starting with Pre-Existing Data Submission for faster shipping, then adding AI-powered queries to drive network effects and retention.
TRACKING PROGRAM INCENTIVE METRICS
After a program is approved, all details are added, and data verified customers can use dashboards to track program analytics, gaining clear insights into trends and token incentive usage to support informed decision-making.
DESIGN SYSTEMS
Additionaly, I led the design systems effort, ensuring a seamless user experience across both light and dark modes in the interface.
IMPACT & LEARNINGS
KEY RESULTS
Enhanced engagement by enabling customers to review protocol information and track program progress, leading to improved retention.
27%
Increased protocol onboarding conversion rates.
3.4%
Improved retention over 30 day maturation window
