Smartsheet - SmartSpace Sharing Experience Redesign

Sharing Platform Redesign | Evaluative Research

Project Overview

My Role: UX Researcher
Timeline: May - June 2022
Team: 1 UX Designer, 2 UX Researchers & 1 Product Manager
Research Method: Concept testing, In-depth interviews (IDIs), and post prototype surveys.
My role:
• Drove all phases of research across 30+ concept testing sessions and in-depth interviews (IDIs)

• Designed the research plan, user tasks, and study flow

• Facilitated sessions with novice and power users

• Synthesized insights and translated them into actionable design and product recommendations

• Partnered closely with Product and Design to guide iteration

• Launched and analyzed a satisfaction survey validating the final design

Project Journey & Impact Overview

96%

96%

Satisfaction rating in post survey

30+

30+

Testing & interviews

N/A

N/A

increase in direct deposit set up YoY (Q3 2023 - Q3 2024)

Goal

Design a new SmartSpace sharing experience that gives users more control and clarity when collaborating on Smartsheet assets, while reducing the risk of oversharing, confusion around roles, and permission misalignment.

I led the research efforts from discovery through concept testing, synthesis, and validation.

Let's Dive Deeper!

The Problem Statement

Smartsheet was introducing SmartSpaces, a new workspace model designed to group related sheets, dashboards, and collaborators. But in early prototype reviews, users struggled with:

  • Confusion around what they were sharing (page vs. folder vs. full SmartSpace)

  • Difficulty understanding or trusting role customization and permissions

  • Uncertainty over whether link recipients would see the correct level of access

  • Misinterpretation of key elements like “Share,” “Invite,” and role editing icons

These issues posed a major risk to user trust, collaboration efficiency, and product adoption. We needed to uncover the root causes and validate design directions before launch.

Research Process

Before diving into research, I met with the Product Manager and UX Designer to align on the purpose of the SmartSpace sharing redesign. Early feedback revealed that users were struggling to understand how sharing worked across different levels such as page, folder, or SmartSpace. Additionally, there was confusion around role customization, group permissions, and the overall trustworthiness of the interface. We needed to uncover what users expected when sharing, what caused friction, and which design direction would deliver clarity and control without compromising enterprise flexibility.

Discovery & Stakeholder Alignment

At the start of the project, I needed to align with internal stakeholders and gain clarity on the existing user challenges, business goals, and technical constraints.

Method: Stakeholder Interviews + Heuristic Audit

Why this method & goal for this method: I needed to quickly build foundational knowledge around the business goals, product constraints, and early pain points. A heuristic audit allowed me to assess the current experience and uncover known friction before conducting user facing research.

Who was involved: Internal stakeholders: Product Manager, and UX Designer

Process:
• I met with the PM and Designer to understand their goals for SmartSpace and gathered background on the legacy sharing model.

• I conducted a heuristic audit to identify friction areas like unclear CTA labels and vague permissions flow.

What came out of it: We aligned on three key research questions and identified several language-driven trust issues.

Transition: I transitioned into concept testing to evaluate how users interpreted and interacted with early prototype options.

Concept Testing

With alignment complete, I moved into evaluating multiple SmartSpace prototype directions through structured usability testing.

Method: Moderated Usability Testing with Figma Prototypes (A, B, C)

Why this method & goal for this method: We had multiple design hypotheses. Concept testing allowed us to evaluate which version best supported clarity, control, and usability before committing development resources.

Who was involved:
• 11 users (Process Makers, Admins, Go-Getters, novice users)

• Design and PM team received highlights and recordings

Process:
• I facilitated 30+ remote sessions where participants were asked to invite teammates, assign roles, and test link sharing

• Used think aloud protocols to capture confusion and hesitation

What came out of it:
• Users preferred Prototype A for layout and permission clarity

• Pencil/kebab icons were misunderstood as editing tools

• “Invite Members” entry point performed better than “Share”

• Users were unclear what recipients would see via shared links

Transition:
• These findings highlighted gaps in user trust and role comprehension
• I transitioned into in-depth interviews to explore those mental models more deeply.

In Depth Interviews (IDIs)

After identifying behavioral friction, I needed to explore why users misunderstood certain interface elements and what prior assumptions they brought with them.


Method: Contextual 1:1 Interviews


Why this method: To understand users’ mental models around role assignment, visibility, and the concept of “sharing” in a multi-level workspace.


Who was involved:

• 6 Smartsheet users from the prior test round


What happened:

• I asked open-ended questions about how users expected SmartSpace sharing to behave

• Explored assumptions around default roles, permission hierarchy, and link scope


What came out of it:

• Users expected default roles to behave like legacy Smartsheet roles (e.g. Editor, Viewer)

• Many feared accidentally sharing entire workspaces

• Terminology like “Share SmartSpace” was interpreted inconsistently


Transition:
• Based on these findings, we updated interface labels, tooltips, and flow logic
• I then transitioned into a satisfaction survey to validate whether the new design delivered a clearer experience.

Customer Satisfaction Survey

With the revised prototype ready, I needed to validate whether the changes improved user understanding, confidence, and satisfaction.


Method: Post-Prototype Survey


Why this method: To measure whether usability and trust improved after applying feedback from testing and interviews.


Who was involved:

• 10 participants who interacted with the final prototype


What happened:

• I designed and distributed a survey focused on clarity, role comprehension, and confidence in what is being shared


What came out of it:

• 96% of users reported being satisfied or very satisfied with the updated sharing flowParticipants expressed more trust in link visibility and confidence assigning roles


Transition:

• With strong validation, I moved into final synthesis and documentation.

Final Delivery

With the final prototype validated, I transitioned into documentation and stakeholder delivery to ensure research informed both immediate design and long-term strategy.


What I did: Stakeholder Presentation + Research Handoff


Why this method: To deliver clear, actionable guidance to the cross-functional team and support roadmap planning.


Who was involved:

  • PM, UX Designer, and Engineering Leads


What happened:

  • Delivered annotated prototypes, summary slides, and video clips

  • Provided next-step recommendations including permission previews, bulk editing, and search


What came out of it:

  • Prototype A was finalized for implementation

  • My research directly shaped roadmap conversations and design decisions for SmartSpace and future collaboration features

Overall Reflection

Reflection

This project reinforced that clarity isn’t just about labels or UI. It's about earning trust. Even the most elegant prototype falls short if users hesitate before clicking “Share.” By centering real user fears and expectations, we delivered an experience users could feel confident in.

My POV

I believe good research starts with humility, being willing to ask why, even when things appear to be working. In this project, I learned how subtle language, iconography, and entry points can fundamentally shape trust and control in a product.


I didn’t just want to uncover what users did. I wanted to understand why they hesitated, what made them unsure, and what gave them confidence. That meant zooming in on the small moments, like a long pause before clicking “Share” or a question like “Wait… what will they see?”


I also learned the value of designing with clarity and intent. Collaboration tools aren’t just about function, they’re about creating an environment users feel safe navigating. I used research not only to guide designs, but to reduce risk and increase trust across the board.


This project also strengthened my PM mindset, scoping research strategically, aligning across teams, and ensuring insights translated into product decisions and roadmap priorities.

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