Nudge Configuration Platform

Overview

Contributed to extending CRED's internal platform with a configurable capability for managing customer-facing nudges, enabling Operations teams to control nudge assets, display duration, and activation without requiring a new implementation for every experience.

Problem / Opportunity

Customer-facing nudges required engineering involvement to introduce or modify experiences, creating an opportunity to make nudge management more configurable, flexible, and operationally manageable.

The existing internal platform already supported configuration-driven workflows across multiple product areas, creating an opportunity to extend this approach to customer-facing communication.

Product Approach

Extended the internal platform with configurable controls for customer-facing nudges, including:

• Nudge assets — Lottie, GIF, or image
• Display duration / timer
• Enable / disable controls
• Supporting configuration and integration parameters

The customer-facing application could consume these configurations and dynamically project the appropriate nudge on the relevant product surface.

This created a reusable capability that could support multiple nudge experiences and product surfaces rather than being limited to a single implementation.

Product Contribution

• Took primary ownership of the internal-platform requirements for the nudge configuration capability, partnering with the relevant Product Manager on customer-facing experience expectations and outcomes.
• Contributed to PRD refinement and requirement discussions, translating the product need into configurable platform capabilities and expected user behaviour.
• Participated across the lifecycle from requirement definition through post-production validation, helping align platform configuration with the intended customer experience.
• Contributed to defining and validating key configuration requirements including assets, display duration, activation controls, and expected UI behaviour.
• Owned user-flow validation, end-to-end scenarios, UAT, end-to-end testing, and post-production validation.
• Collaborated across Product, Frontend, Backend, QA, and Operations to clarify requirements, resolve dependencies, and support timely delivery.

Cross-functional Collaboration

Worked closely with Operations as the primary users of the internal platform, while collaborating with Product, Frontend Engineering, Backend Engineering, QA, and other stakeholders to align platform capabilities with customer-facing product requirements.

Outcome / Business Objective

The initiative was designed to:

• Reduce dependency on engineering changes for individual nudge experiences.
• Enable Operations teams to configure and manage customer-facing nudges through the internal platform.
• Improve flexibility in launching and modifying time-bound customer communication.
• Establish a reusable platform capability that could support multiple nudge use cases.
• Enable more scalable management of contextual customer engagement across product surfaces.

Skills