Cluster
API MANAGEMENT TOOL
TIMELINE
6 month
YEAR
2023
ROLE
Lead Designer
PLATFORM
Web App
About Cluster
Cluster is an API-first eCommerce data engine. By monitoring over 2 billion products across Amazon, eBay, and Walmart, we empower enterprise companies to make smarter, data-driven decisions and improve the accuracy and quality of their product listings.
The challenge
As our company grew, we recognized a recurring challenge among our clients regarding managing their API package usage, access to user information and communication with our team. Despite our efforts to improve customer success workflows and tools, existing solutions fell short of meeting these needs.
The API management tool solution
We developed an API management tool that provides real-time usage data, insights, contract details, and API key management, along with easy access to support contact information.
Business Opportunities
Enhance user experience by providing transparency and insights, reduce effort for internal staff by streamlining support processes, and identify opportunities for upselling additional services or features.
Budget Constraints
Financial limitations meant that only the most essential features could be prioritized in the initial phase, leaving more advanced or "nice-to-have" functionality for later development.
My role
Project Management
Product Design
Usability Testing Analysis
Design System
Accessibility Assurance
Team
CEO, Head of Customer Success, Product Team, Dev Team, Sales Team, Product Marketing Manager
Results
Reduce in support tickets
Increase in upgrade requests
Client satisfaction rate (of 5)
Admin user adoption (within one month)
We started collecting data
Based on client requests, we knew they were struggling to track API usage and manage their contracts effectively. To better understand the scope, urgency, and specific pain points, I collaborated with Jason Kobs, our Head of Customer Success, and analyzed both quantitative and qualitative data.
Support Ticket Analysis
We analyzed support tickets from the past two months and uncovered key insights: 41% were related to technical issues such as troubleshooting and system malfunctions, 29% focused on API usage challenges like tracking quotas or understanding limits, and 16% centered on API key management issues such as inactive or lost keys. The remaining 14% covered general inquiries and minor bugs.
While we expected technical issues and usage questions to be significant, we were surprised by the prominence of key management concerns.
Further breakdowns for each category were conducted but cannot be displayed in this case study. These insights directly informed the design of the API Management Tool and influenced other product enhancement initiatives.
SURVEY SUMMARY
The survey revealed that clients face significant challenges in tracking API usage, managing API keys, and understanding their contract limits.
These findings reinforced the need for the project and guided the team in prioritizing development.
Desired Features
Clients prioritized real-time usage tracking (4.8) and usage insights (4.5) as the most critical needs, followed by API key management (4.2) and contract tracking (4.1). Secondary features like alerts for limits (3.8) and easy access to support (3.6) were also noted.
Examples of clients suggestions In the "Other" field
Customizable usage reports
Role-based access control for managing API keys
Custom alerts
Historical usage trends
These priorities reflect our clients' operational needs and their feedback for a seamless user experience.
Quotes
We gathered client quotes from both the survey and the 19 weekly customer success call recordings (with 11 companies). These insights were very important in shaping the planning stage (coming up next 😉).
This was a fascinating and important process that allowed us to gather insights from diverse perspectives, helping us prioritize and structure a product that effectively addresses both varied business objectives and client needs.
HMW = How Might We
Customer Success
HMW improve customer experience?
HMW improve client onboarding?
HMW help our clients with data alignment?
HMW simplify the experience for non-technical users navigating complex API metrics?
HMW surface historical API usage trends to help clients plan their growth?
HMW reduce support tickets?
Product
HMW provide clients with clear visibility into their API usage and contract data?
HMW help clients resolve issues independently?
HMW offer predictive insights that warn clients about reaching usage or quota limits in advance?
Dev
HMW enhance API key security?
HMW HMW proactively monitor API health and notify clients about critical errors or anomalies?
Sales
HMW identify underutilized APIs and present them as opportunities for client growth?
HMW use usage reports to help clients understand their return on investment (ROI)?
HMW present contract usage insights in a way that encourages timely renewals or upgrades?
HMW create visual usage reports that reinforce the value of the API package to decision-makers?
Leadership
HMW provide teams with clear visibility and a better understanding of client usage patterns?
HMW measure and showcase the tool’s impact on reducing support team efforts?
HMW ensure clients always have up-to-date, easy-to-access support resources?
HMW leverage client data to identify trends that inform future product strategy?
Product Marketing
HMW align the messaging with marketing collateral?
HMW frame the tool’s messaging to resonate with both technical and non-technical users?
HMW effectively communicate how the tool delivers transparency and actionable insights?
Prioritization
We categorized client quotes and stakeholder inputs into five core groups: usage, insights, API keys, contract monitoring, and support. These were transformed into actionable HMW (How Might We) questions or feature requests and prioritized into four categories: Phase 1, Phase 2, Maybe, and No. This approach ensured a structured and client-driven development roadmap.
Wireframing
This step focused on translating insights and priorities from the discovery and ideation phase into design concepts. Through iterative wireframing, I explored various layouts and workflows, ensuring that the structure aligned with user needs and business goals.
The process was collaborative and transparent, involving different stakeholders across the company. By incorporating input from teams such as Customer Success, Sales, and Product, we ensured the wireframes addressed diverse needs and perspectives.
Design System
To ensure consistency and scalability, I developed a comprehensive design system from scratch, as this was the first interface designed under the new Cluster branding. The system included a library of reusable components, standardized typography, color palettes, and detailed design guidelines.
Accessibility was a key focus throughout the process, ensuring that the interface would be inclusive and user-friendly for all. Collaborating closely with Angrej, our lead frontend developer, we discussed workflows and implementation strategies to ensure the design system would integrate seamlessly with development efforts and scale effectively as the product evolved.
User-Driven iterations
Our user testing phase focused on gathering authentic client feedback to refine our designs prior to development.
During bi-weekly customer success meetings, Jason, our Head of Customer Success, presented mockups of the latest design iterations to clients. I asked Jason to present them in a high-level format to observe natural reactions, paying close attention to what clients noticed, questioned, or commented on spontaneously.
Afterward, I analyzed the meeting recordings to uncover key patterns and insights, which guided the design improvements in the following iterations. Over three rounds of testing, we iteratively refined the designs based on client feedback, ensuring the final product met real-world needs and delivered clear value.
V.01 Key learnings
Usability Across User Groups
We presented the early mockups to both technical and non-technical users. While they were excited to see progress toward addressing their pain points, they provided valuable feedback that shaped the following iterations.
V.02 Key learnings
ACTIONABLE FEATURES AND INTERACTIVITY
In this round, clients reviewed refined mockups with interactive features and previous feedback implemented. Reactions were very positive, with several clients eager to start using the tool. Most feedback centered on making the tool more actionable.
While some features were addressed in phase 1, others - like complex role-based controls and advanced security measures - were planned for future phases.
V.03 Key learnings
Fine-Tuning
This round focused on polishing the design and addressing smaller usability details based on the previous feedback.
Log-in
The log-in screen allows users to securely access the Cluster API Management Tool using their email and a password provided by the Customer Success team. The process includes two-factor authentication (password + a code sent via email) for enhanced security. Users can restore their password through a simple recovery flow and are provided with clear guidance on what to do if they haven’t received login credentials. Future phases will introduce the ability for admins to generate user accounts directly.
Contract Monitor
The Contract Monitor offers a clear and actionable overview of contract data, enabling users to track overall API usage, monitor quota limits, expiration dates, and quota completion estimates. Incorporating client feedback, we added drill-down capabilities by keys and the option to edit key rate limits. The monitor also highlights top APIs by quota usage and overall API activity on Cluster, helping users identify optimization opportunities with ease.
Usage
The Usage Tab provides users with a detailed breakdown of their API activity, offering insights into usage trends and key performance metrics. To enhance usability, we added an export button, enabling users to easily share insights with their teams. Additionally, we included links to API landing pages and documentation, allowing users to explore and optimize underutilized APIs effectively.
Keys
The All Keys screen help users with managing API keys effectively. Users can view their API keys information, perform key actions such as activating and deactivating keys, editing rate limits, adding descriptive notes for better team collaboration, and searching for specific keys using advanced filters.
In response to client feedback, this initial phase focused on delivering essential key management functionalities. Future phases will include advanced features such as enhanced role-based access controls.
Settings and support
The Settings menu acts as a central hub for key resources and account management. It offers quick access to FAQs and Documentation through external links, ensuring users can easily find the information they need. Additionally, it provides Contact details for the Head of Customer Success, allowing users to reach out for personalized assistance. The menu also includes options to Switch Accounts or Log Out seamlessly.
In future phases, we plan to integrate support directly within the API management tool. For now, the Settings menu provides a straightforward way for users to access help and contact us when needed.
Key LEarnings
Our early assumptions centered around clients simply needing visibility into their API usage.
However, through user testing and feedback, we uncovered deeper insights:
Company impact
Closer Connections with Our Clients
The project not only improved our data package's usability but also strengthened our relationships with clients. Sales, Customer Success, and Leadership teams now engage more frequently with clients through meaningful conversations, brainstorming sessions, and solution-based meetings. This deeper understanding opens doors for both retention and growth.
Cross-functional collaboration was key
This project highlighted the power of cross-functional teamwork. What started as a Customer Success initiative quickly became a shared success:
The Dev team valued the improved API key security, reducing risk
The Sales and Customer Success team leveraged client usage visibility to identify sales and upsell opportunities
Leadership appreciated the tool's ability to reduce employee effort and operational friction
The Product Team was thrilled to see how real-time usage data could inspire ideas for future product improvements, like predictive usage alerts
Next Steps
Key Features to Explore
Work Processes
