New Customer Profile UI Feedback

The new layout is certainly snazzier, but it contains a lot less useful information on it. Alina, what sort of information did you find to be more difficult to access? I’m curious if we had the same issues (for me it’s a profile’s activity and metrics.)

Thanks for the response, Isabel. I’m looking at the profile on a smaller screen right now too. There is certainly less dead space, but I’m still perplexed on the real-estate choices here.

I know subscription status is important, but wow, it has really taken up a lot of space for something that is essentially “subscribed” or “not subscribed.” Just look at how much room it takes up for Email and SMS compared to the activity log:
 

I am happy to hear the log will get more attention though. I’m hoping to see that sooner than later. Good to know this makes updates easier as well.​​​​​

Max, I agree with you 100%. As much as I love Klaviyo and want to encourage and support innovation, I have to admit I really (really really) dislike the new UI and am dreading when access to the old profile UI disappears, because I find myself switching back to it every single time I look at a subscriber profile just to be able to see what I need to see.

The new one feels like it’s too zoomed in, like I’m looking at it through a telescope so my field of vision is tiny and everything is way too big. I find myself hitting Cntl- about 3 times literally every time I use the new UI, just so I can see enough information on the page.

For instance, in the activity log of the old UI, I can see about 12 customer actions on the screen at once including important details like which link they clicked. In the new UI, I can see only 4 customer actions before I have to start scrolling, and all the details are hidden behind a “see more” link. And when I open that “see more” link, I have scroll to read the details and even have to scroll just to get to the “see less” button and close it back up again. It’s sooooooo frustrating!

And Max, you’re right that there’s so much wasted space. My screen measures 10” top to bottom, and out of that real estate:

• The profile’s header takes up 1.75” (most of it white, wasted space)
• The section’s header (ie, Activity log plus its dropdown/search) takes up 2”
• Meaning the actual activity log information gets a window only 3.75” high, squished at the bottom of the screen (hence allllll the scrolling to see anything). The information that is the whole point of the page gets less than 40% of the screen’s real estate.

There’s no way the headers should be so big. The main Klaviyo header at the very top of the page is less than an inch…  That’s how all the other headers should be too: absolutely minimal.

I also really really dislike that the new UI now identifies emails by the campaign name instead of the subject line. It makes sense, of course, except that I have all my flows structured with the subject line being much more descriptive and relevant than the campaign name, because that’s how Klaviyo had their UI set up. My campaign names are things like “Teaching Email 1”, “Sales Email 4”…  They’re not very descriptive because Klaviyo didn’t make them prominent in the old UI. So for Klaviyo to suddenly switch it up now in the new UI means I can no longer easily identify which email a subscriber has just received/opened/clicked and I have to now go in and rename all my campaigns just so the activity log is readable in the new UI. Again, really frustrating.

I know there will be a team at Klaviyo who worked really hard on this new UI and are proud of the work they did. And I truly hate to rain on their parade. But the new UI is so hard to use and so frustrating. And I am absolutely dreading the day they turn the old one off for good.

Hi Steph and Max,
Thank you very much for the feedback here! Part of the goal of the redesign was to move to a more standardized system of visuals within the app (you may have noticed other pages getting updated too), but the profile page is a unique challenge because no other page has the same density of information.

We’re continuing to monitor the feedback and iterate. Specifically, we’re planning additional updates to the activity log to try to show more details at once. We’re also looking to return access to the clicked link via the action menu. You might have seen some changes already—it looks a bit different than what Max posted in the first comment—but the additional changes will take some time, so we appreciate the patience! We look forward to providing more usability updates.