RevOps
RelayOps is a concept platform for agencies that manage outbound email campaigns for multiple clients. It brings email infrastructure, deliverability, contacts, campaign management, inbox/replies, support tickets, and analytics into one workspace. The main problem it addresses is that agencies currently have to use multiple tools to manage these operations, making it harder to monitor risk, coordinate teams, manage clients, and understand campaign outcomes.
01 — The problem
Fragmented operations made agency outreach hard to scale
Agencies managing outbound email for multiple clients rely on several disconnected tools for deliverability, campaigns, contacts, inboxes, support, and analytics. This fragmentation makes it difficult to monitor risks, coordinate teams, manage campaigns, and give clients a clear view of performance. The people most affected are agency operators, campaign managers, deliverability teams, support teams, and clients. The work mattered because agencies needed one connected workspace where these operations could be managed and governed together.
02 — AI-Assisted design
AI in my workflow
I used AI to speed up exploration and high-fidelity prototyping, while keeping the key design decisions in my hands. I used different skills.md files to give AI the right context and guidance for specific design tasks, helping me generate more relevant and consistent outputs AI was particularly useful for rapid prototyping and exploration. Instead of spending significant time manually creating every variation from scratch, I could quickly explore different approaches, identify what worked, and then apply my product-design judgment to refine the strongest direction
03 — Solution
One connected outreach workspace
The solution was to bring the agency’s fragmented outreach operations into one connected workspace. Instead of managing deliverability, campaigns, replies, support, and analytics across separate tools, the platform connects these workflows so teams can manage the full outreach lifecycle in one place. The experience was designed around clear permissions, safe sending, explainable risks, and meaningful outcomes. Agency and client workspaces were separated, sending accounts had to pass health checks before campaigns could launch, and campaigns followed clear states from draft to completion. Replies could also flow into support when needed, while analytics focused on meaningful outcomes rather than vanity metrics.
04— Key learnings
What RevOps taught me
- Design is about designing systems, not just screens; Understanding how workflows, data, permissions, and business outcomes connect can turn a complex product into a clear experience. - Complexity isn’t the enemy; Poor communication is. Clear states, meaningful feedback, and thoughtful edge cases can make even the most complex operational workflows feel simple and manageable.