Flexible listening
Led the shift from rigid surveys to a flexible AI platform that kept enterprise clients on board.
Context
Officevibe’s core product is the pulse survey, a set of 122 scientifically backed questions tracking ten key engagement metrics. While this turn-key solution works well for smaller companies, larger organizations and more experienced managers began to feel constrained. They wanted to add, remove, or adapt questions to match their context.
The friction was most acute for managers and executives. Some didn’t know what to ask, or how to phrase questions without introducing bias. Writing high-quality survey questions was hard and time-consuming.
The risk was clear: bigger clients were churning because they outgrew the product. Competitors were experimenting with AI, and while they weren’t yet applying it in this space, it was only a matter of time. To stay competitive and reduce churn, Officevibe needed to evolve.
The friction was most acute for managers and executives. Some didn’t know what to ask, or how to phrase questions without introducing bias. Writing high-quality survey questions was hard and time-consuming.
The risk was clear: bigger clients were churning because they outgrew the product. Competitors were experimenting with AI, and while they weren’t yet applying it in this space, it was only a matter of time. To stay competitive and reduce churn, Officevibe needed to evolve.
Process
We set out to understand what “flexibility” meant for customers. Through dozens of interviews across company sizes, we heard a consistent message: the pulse survey was nice, but too rigid. People wanted more control and guidance.
I led the design exploration, framing the problem and defining a lean, high-value strategy. I ran interviews, synthesized findings, and explored directions for how we might support managers without overwhelming them.
AI emerged as the right lever. For time-strapped managers, manually crafting surveys wasn’t realistic. The opportunity was to use AI not just as a novelty, but as a way to accelerate workflows and help managers feel confident about what they were asking.
I led the design exploration, framing the problem and defining a lean, high-value strategy. I ran interviews, synthesized findings, and explored directions for how we might support managers without overwhelming them.
AI emerged as the right lever. For time-strapped managers, manually crafting surveys wasn’t realistic. The opportunity was to use AI not just as a novelty, but as a way to accelerate workflows and help managers feel confident about what they were asking.
Solution
We designed a flexible listening platform with multiple layers of support. Managers could now:
• Add and remove questions from the core survey
• Translate questions into any language
• Create surveys from scratch with the help of AI
The most impactful feature was the AI survey builder. Instead of starting from a blank page, managers received a pre-generated survey tailored to their team’s engagement signals. The AI explained what trend it saw in their data and suggested questions to dig deeper. Managers could then tweak, iterate, or send it as-is.
A key design decision was to make the AI agent feel optional. It offered modifications, guidance, and best practices, but never blocked managers from working independently. This balance gave users confidence in their own judgment while still feeling supported.
• Add and remove questions from the core survey
• Translate questions into any language
• Create surveys from scratch with the help of AI
The most impactful feature was the AI survey builder. Instead of starting from a blank page, managers received a pre-generated survey tailored to their team’s engagement signals. The AI explained what trend it saw in their data and suggested questions to dig deeper. Managers could then tweak, iterate, or send it as-is.
A key design decision was to make the AI agent feel optional. It offered modifications, guidance, and best practices, but never blocked managers from working independently. This balance gave users confidence in their own judgment while still feeling supported.
Impact
With AI, survey creation time dropped from 50 minutes to 10. Managers felt more confident in the quality of their questions, and larger clients who were at risk of churning chose to stay. Customer success also saw a reduction in tickets related to survey setup.
This initiative positioned Officevibe as a leader in applying AI to employee engagement. Unlike competitors who bolted AI onto their product, we embedded it in a way that directly solved a real pain point. While some customers were cautious about AI, most were curious and willing to try it when it was clearly framed as a support tool.
Personally, I learned that designing with AI is not just about prompts and text generation. The real power is in using it proactively, to unblock users before they even realize they need help. Done well, it doesn’t replace users — it amplifies them.
This initiative positioned Officevibe as a leader in applying AI to employee engagement. Unlike competitors who bolted AI onto their product, we embedded it in a way that directly solved a real pain point. While some customers were cautious about AI, most were curious and willing to try it when it was clearly framed as a support tool.
Personally, I learned that designing with AI is not just about prompts and text generation. The real power is in using it proactively, to unblock users before they even realize they need help. Done well, it doesn’t replace users — it amplifies them.