Proactively surfacing integration failures to reduce support load and increase trust.
Client
Red Canary
Shipped
2025
Tags
Close UX loopholes
Design advocacy
Project summary
I implemented a proactive notification system to alert customers to integration failures in real-time. The solution decreased support escalations by ~25%, improved troubleshooting efficiency, and reinforced trust in Red Canary’s platform reliability.
My role
Advocated for a proactive solution to prevent catastrophic data failures.
Designed the notification UX with clear, actionable messaging.
Coordinated closely with engineering to ensure accurate real-time updates.
The problem
Expired certificates and failing integrations caused friction, and customers were not notified when integrations became non-functional. This increased support requests and risked customer trust.
Core pain points
Customers didn't know why an integration would suddenly fail to send data.
Failing integrations pose a huge security posture risk, customers were blind to this.
The solution
Implemented a real-time status notification system for expired certificates and integration failures. Included contextual help to guide customers through resolution.
How we solved it
100
Integrations improved
2 weeks
Total project time
3
Team size
Getting started
The good news on this project is we didn't need any new patterns, we had all the right things to solve this problem already and we just needed to put them together. We just finished adding a new section to our integration pages that gives users a changelog, I thought this was a great opportunity to leverage that area further and add a new section (tab component) to expose which status checks were failing for a given integration and call them out explicitly to grab the users attention when to do fail.
Putting it all together
This, coupled with a new status badge on the integrations list page, would give users immediate and obvious indicators as to which integrations were failing and what they needed to do to resolve it. As a bonus, it gives extra exposure to the “status checks” area of the portal, which is an often overlooked but very important part of the platform as it is the only real “health” indicator of a customer’s Red Canary environment.
Customer impact
Increased transparency, reducing customer frustration and support tickets.
Strengthened trust in platform reliability.
Established a pattern for proactive alerting across other integrations.
Lessons learned
When you see a problem that's not being addressed, be vocal, be relentless, and make the solution happen.
Always give the user an action to take when something is broken