Case Study · Integrations

Four scripts became one. Marketers got their workflow back.

ZoomInfo's four growth products — FormComplete, Chat, Schedule, and WebSights — each shipped their own website script. Every new form meant a new deploy, a new developer ticket, a new week. We rebuilt the installation layer as a single platform script so marketers could move on their own.

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Role

UX/UI Designer III

Scope

Cross-product platform layer

Timeline

Multi-quarter initiative

Stakeholders

4 product teams · marketing ops

The ZoomInfo Admin Portal with the new unified ZI Script settings page open: a single Install Script panel with a copy button, a 'Send Script to Your Webmaster' email form, and a 'Turn On/Off Product Connections' section below.

ZI Script lives inside Company Settings · one install, four products, marketer-controlled.

The problem

Fragmentation looked like four small problems. It was one big one.

FormComplete demanded a fresh script for every form. Chat, Schedule, and WebSights each shipped their own installation flow. Each on its own felt manageable; together they meant marketers couldn't launch anything without a developer in the loop — and engineering teams couldn't evolve the platform without breaking four implementations at once.

Key insight

Fixing the parts wouldn't close the gap. The work had to move up a layer — from products to a platform.

Cross-team discovery · 2024

The solution

One install. One source of truth.

The redesign replaced four scripts with a single unified one, installed once on the customer's site. From there, marketers could turn products on, configure forms, and ship campaigns without re-engaging engineering. The architecture shift was invisible to end-users — the workflow shift was not.

Single unified script

One install powers FormComplete, Chat, Schedule, and WebSights. Future products plug in without a new deploy.

Marketer-owned workflow

After the one-time setup, marketers create and update forms independently — no developer ticket, no waiting room.

Consistent UX across products

Configuration, installation, and management share one interaction language — so learning one product means knowing them all.

The Install Script panel: an instruction line ('Click on Copy Script and paste the script at the end of the <head> tag on each page of your domain(s)'), a link to the installation guide, and a code block showing the single ZoomInfo script snippet with a 'Copy Script' button. — One snippet · one install · all four products.

The Turn On/Off Product Connections panel with toggles for FormComplete, WebSights, Schedule, and Chat — all currently enabled. — Marketers turn products on and off without re-deploying.

Design decisions

Trade-offs that made it ship.

Migration

Existing customers couldn't notice.

The cutover had to be invisible to live implementations. The new flow ran behind the old surface until parity was proven, then swapped without re-onboarding anyone.

Surface

Unify the install, not the products.

Each product kept its own configuration depth. The shared layer was installation and management — the parts marketers touched every day.

Ownership

Default to marketer-controllable.

When a decision could be made by either a marketer or a developer, marketers won. Cutting handoffs was the whole point.

A first-run modal inside the admin portal headed 'Increase your website speed using the new ZoomInfo Script,' with a diagram of one script powering forms, WebSights, Chat, and Schedule, and a body line: 'With this one script, you can manage all your forms and it makes it easier when using other ZoomInfo products such as WebSights, Chat, and Schedule. Just set it, and forget it!' — Migration moment · the first-run modal explains the unified model without forcing anyone to reread docs.

Outcomes

Faster launches. Fewer tickets.

Marketers ship campaigns without a developer dependency. Engineering teams ship platform changes without breaking four implementations. New customers install one script instead of four, and any future ZoomInfo product gets distribution for free.

What I took from it

Good UX reduces reliance on other teams.

The clearest measure of this redesign wasn't aesthetics or even efficiency — it was who needed to be in the room to ship a campaign. When the answer dropped from "marketer + developer + ops" to just "marketer," the design had done its job.

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More case studies in progress.

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