I redesigned Blacklane’s core CRM templates, which supported both campaign-based communication and the everyday customer lifecycle. This included onboarding emails, rating requests and standard service messaging. The existing templates were visually outdated and inconsistent with the brand direction at the time, so the project required a more structured and scalable approach.
Working closely with multiple stakeholders across marketing, product and operations, I created a refreshed set of five core templates that improved clarity, visual hierarchy and overall usability. Although I did not come from a product or UI background, the results were adopted company-wide and remained in use for several years.
This project represents a moment where I was trusted to step outside my usual scope and bring design consistency to an area that had a direct impact on customer experience.
