b2b gifting · product design
Sendoso is a B2B corporate gifting platform. Companies send Touches — physical gifts, eGifts, and more — to prospects and clients as part of sales and marketing campaigns.
Two people have to make it work: marketers who set budget, build Touches, manage teams, and prove ROI — and senders who use those Touches with their own prospects.
Phoenux led product design from research through shipped UI across the send flow, marketplace, tracking, and admin surfaces — working with Sendoso product and design leadership to turn research into screens that raised engagement.
The work started in research stickies and journey maps — not in a blank Figma frame.
vision
visibility beats micromanagement Managers needed control without babysitting every send. Senders needed confidence without waiting on a creator for every gift. The product had to support marketer-led campaigns and seller judgment in the same system.
challenge
hard to find, harder to prove Touches were underused, too numerous to manage, and tough to track once sent. Search in the library wasn’t precise. There was no reliable alert when a new Touch became available. Managers couldn’t see what converted — and didn’t fully trust sales to pick the right gift after past misuse damaged the brand.
Senders felt overwhelmed and needed heavy guidance. Reusing a Touch often meant cloning it just to swap funding source or gift item. Marketing and sales friction made the whole loop slower than the business needed.
the solution
builder, marketplace, tracker, alerts We rebuilt Touch creation into one flow: recipients, gift, billing and source of funds, Salesforce campaign linking, limits, and expiry — with required and optional settings clearly separated.
Around it: a marketplace home with budget, curated picks, and templates; a send tracker for every gift; a notification center for new Touches and redemptions; and team assignment plus branding controls so managers could standardize without micromanaging.
Research into shipped screens — measured in monthly active use.
30%
Increase in monthly active users
1 flow
Guided Touch builder replacing fragmented creation
Shared
Visibility for managers and senders via tracker + alerts
Discovery through retro — research first, then screens.
The questions that shaped the product.
Research
As a Marketer, you set accounts, roles, budget, and Touches — then measure whether any of it worked. As a sender, you need the right gift for a real prospect without inventing strategy from scratch.
Interview notes made the tension plain: “How do I know which Touch is more successful?” “Should this be automated, or have sales involved?” “Physical is nice — but do we even have the address?”
Craft
We collapsed creation into one guided path: pick recipients (individual or group), assign the gift, set billing and source of funds, link Salesforce, set sending limits and expiry, and write the message — required vs optional called out clearly.
Managers could standardize process. Sellers who knew their prospect still had room to act. Manual and triggered sending lived in the same system so campaigns didn’t have to be built twice.
Marketplace
The marketplace home put budget, curated collections, trending picks, campaign templates, and “gifts by goal” in front of senders. Catalog views separated eGifts, physical gifts, and other types with filters by status and price.
Popular choices and personalization hints (interests like gaming or streaming) reduced the freeze that used to kill first sends.
Visibility
A single send tracker listed recipient, item, amount, status, and date — the shared source of truth research said was missing.
The notification center alerted people when Touches became available and when gifts were redeemed, answering the “no way to alert” pain point directly.
Admin
Customization flows covered gift-email branding and team assignment so managers could set defaults once. Roles and permissions stayed part of the same engagement story — standardize the brand and the budget path, then let senders move.
Ship
Screens moved through design review with product and design leadership. The portfolio card for the engagement recorded a 30% lift in monthly active users — the clearest public signal that the platform got easier to use.
A closing retro captured what went well, what didn’t, and what to improve next — the same loop we used to open the work.
Guided flow for recipients, gifts, budget, Salesforce linking, limits, and expiry.
Budget, curated picks, filters, and templates so senders don’t start from a blank catalog.
One table for every Touch sent — recipient, amount, status, date.
Team assignment and gift-email theme settings for consistent, controlled sends.
Manager/sales friction wasn’t only permissions — it was a visibility gap. Shared data beat more micromanagement.
People cloned Touches just to change a funding source. Consolidating the builder removed the need for the workaround.
A Touch nobody knows about might as well not exist. Notifications made new inventory real.
Some campaigns stay marketer-led. Others need seller judgment. The platform has to hold both.
outcome
Engagement moved because both sides of the platform finally shared the same story — what to send, who sent it, and what happened next.
“Working with Phoenux brought clarity to key experiences and delivered a noticeable lift in platform engagement.”
