Diamond Journey Tracker

Situation

Eterneva's flagship customer-facing product—a real-time tracker for their 9-month memorial diamond creation process—had stalled indefinitely. Customers were left with no visibility into where their loved one's remains were in the journey, leading to anxiety and high support ticket volume.

Task

I was brought in to resurrect this long-delayed initiative. This meant rebuilding stakeholder confidence after previous false starts, redefining the product vision to be achievable with our no-code stack, and coordinating across design and a 3-person development team.

Action

• Conducted discovery sessions with the Care Team to understand top customer questions
• Authored a comprehensive PRD defining MVP scope vs. future phases
• Created detailed user stories in Jira with acceptance criteria for each milestone notification
• Ran weekly standups and async Slack syncs to maintain momentum
• Worked with designer to create calming, empathetic UI for sensitive moments

Result

Achieved 80% customer adoption within the first 8 weeks of launch. Reduced Care Team 'where is my diamond?' inquiries by an estimated 40%, freeing capacity for higher-value interactions. Established the foundation for future self-service features.