The problem
Red Points had no in-app notification system. Every update — a flagged seller, a new incident, an expiring document — arrived by email, or not at all.
CSMs answered the same questions every week. Enforcement agents missed deadlines. Customers felt blind to their own data. Support was absorbing requests that should have been automatic.
CSM
“I get the same question from customers multiple times a week: ‘Do I have new incidents?’ It’s repetitive and takes time away from more strategic conversations.”
Enforcement agent
“Right now, I have to dig into spreadsheets and past emails just to answer simple status updates.”
Onboarding agent
“It’s hard to track when a document is about to expire — we usually find out only when it’s already too late.”
Customer
“As an enterprise client, we manage many assets. Without notifications, it feels like we’re blind until we ask for updates.”
"I get the same question multiple times a week: 'Do I have new incidents?' It takes time away from more strategic conversations." — CSM, Red Points
What users needed
13 interviews (8 internal, 5 customers) revealed three non-negotiables:
In-context updates. Not another email. An alert that appears where the work already happens. Control without complexity. Customizable by user type and frequency, but proactive by default. Zero configuration required to get value. If setup was hard, adoption would fail.
Process
Mapped notification triggers and user types before touching Figma. Explored three models — inline component, dedicated notification center, and a hybrid — and tested each with stakeholders. Built interactive prototypes and ran moderated sessions with CSMs and customers. Key iteration: added priority tags after users reported anxiety from undifferentiated lists.
Results
~20% reduction in CSM time spent on reactive status updates.
Fewer escalations from missed document deadlines — a category of errors now caught proactively. Higher platform trust among enterprise clients, who shifted from "I have to ask" to "the platform tells me."
Full attribution tracked through Pendo. Metrics updated as data matures.
