SNAPSHOT
When seeking innovative IT solutions, managed service providers (MSPs) turn to Datto. Yet Datto’s disjointed digital ecosystem was difficult to navigate and made tasks that should be self-serve challenging and time-consuming. BRINK created an interactive prototype designed to transform the way Datto does business, featuring new user flows and a client activity center. To bring the prototype to life, BRINK audited and consolidated Datto’s technology into a single clarifying document: a digital ecosystem map. That map helped guide the final design of Datto’s NextGen platform, where UX flows and design came together in a final deliverable architected to futureproof Datto against new product releases and prime them for growth.
SVP of Digital Partner Experience, Chief Digital Officer
SERVICES
Workshops
Portal prototype systems analysis workshop
Sales and traffic priority workshop
NextGen platform design workshop
Design
System & user flow definition
Interactive prototype design
Website navigation design
NextGen platform design system
Discovery
System architecture competitive review
Digital ecosystem map
Strategy
Sitemap analysis
User journey analysis
Website navigation recommendation
CLIENT
Datto is a technology provider that both sells solutions to managed service providers and supports them as they grow. They provide implementation guidance and 24-hour support that allows MSPs to thrive.
SITUATION
Datto knew they needed to improve their website CX and user journeys with intuitive flows and a fresh design. Ultimately, what they wanted was a NextGen platform that would bring cohesiveness to their digital architecture and better serve their MSP customers and could also scale appropriately as their business evolved. BRINK assisted with three separate stages to make this possible: first, a prototype for a new customer portal based on extensive discovery findings; next, the creation of a comprehensive digital ecosystem map that would serve as the cornerstone for final user flows and site architecture; finally came the NextGen platform itself, designed to feature vital new UX capabilities.
Key Challenges
- Transform Datto’s static directory portal into an insight-driven experience tool that uses AI to help MSPs provide better and more services to their clients
- Create a portal prototype that incorporated flows for both existing and new MSP clients
- Analyze a myriad of existing digital properties and touchpoints to create a digital ecosystem map
- Integrate with a fellow agency to combine creative and other skillsets and bring to life final designs and user flows for the NextGen platform
- Maintain flexibility to accommodate changing client priorities and organizational changes
WHY BRINK
Initially BRINK was one of several agencies considered to design a new portal prototype for Datto. BRINK quickly stood out from the pack by truly listening to client needs and desires and taking quick and decisive action. While multiple agencies remained involved, BRINK was soon trusted as the unequivocal project lead.
SVP of Digital Partner Experience, Chief Digital Officer
OUR BOUTIQUE
APPROACH
At BRINK, all clients benefit from executive accountability, authentic collaboration, and a talented team that truly immerses themselves in order to activate against growth goals with unparalleled creativity and efficiency.
01 / Discovery
To develop the portal prototype, the first step was a two-day workshop in which BRINK worked alongside Datto team members to identify potential opportunities to enhance both account and subscription management. Similarly, we facilitated two sitemap working sessions when the prototype reached phase two: the digital ecosystem map. BRINK also conducted a competitive review and worked with multiple stakeholders to gather data and analytics that were used to determine the priority and importance of each digital touchpoint.
02 / Strategy
The discovery stage made clear that two interactive prototypes needed to be developed based on two separate user flows: new partners and existing partners. A comprehensive review of all digital touchpoints resulted in a “holy grail” document to further guide Datto: the digital ecosystem map.
OUR BOUTIQUE
APPROACH
03 / DESIGN
Mapping a Complex Customer Ecosystem in Preparation for Growth
The prototypes BRINK developed showed a compelling visualization of how current and prospective clients would experience the new customer portal. Meanwhile, the digital ecosystem map provided a visual representation of the priority level and flow of traffic across the entire digital landscape, including Datto-owned and third-party touchpoints. The final NextGen platform design incorporated new purchasing flows, subscription management capabilities, and a welcoming interface for MSP customers.
OUR BOUTIQUE
APPROACH
04 / SCALABILITY
The NextGen design system BRINK defined will apply not just to existing digital touchpoints, but to all future touchpoints. Once deployed, the new platform will help Datto exponentially improve their service to MSPs thanks to a new architecture that supports future products and enhancements. Meanwhile, the digital ecosystem map will further aid their efforts to localize sales and support international markets.