Case Study
CCX
- Category
- Connected Experience
- Type
- Case Study
- Client
- Customer Portal
- Impact
- Improved Time on Task
Build a Connected Customer Experience
As the “Senior Interactive Designer”, my Lead Architect inspired a collective discovery in redesigning the customer platform experience. After displaying significant strategy skills, problem solving, and well established product knowledge I transitioned into the “Senior Product Designer” role to lead the new “Connected Customer Experience – CCX” team.
Platform Usage:
- 120+ Countries
- 8 Products
- 30k+ Monthly visitors
UX Goals:
- Modernize UI/UX
- Build Consistency
- Seamlessly Connect Products
- New* Rebrand
Discover and Research, Synthesize Pain Points
Allowing all CCX team members to join each user interview session brought direct visibility to user needs and pain points for quicker alignment.
Research revealed users were frustrated and confused with the overall experience. Users were not sure what access they had, what the product capabilities were, and how to access each product. They severely needed the ability to search in all products and needed the results to be consistent with a seamless flow during high risk scenarios.
Business and product teams provided support during product discovery sessions and were eager to align their roadmaps to implement changes as quickly as possible.
Research Types:
- 8+ User Feedback Interviews
- 8+ User Testing Interviews
- Analytical Data
- Product Team Interviews
Key Initiatives:
- Improve Product Knowledge
- Global Navigation with Search
- Consistent Frameworks
- Consistent Indexes
Design, Test and Build, Deliver Results
During the exploration phase we held bi-weekly large stakeholder meetings to share out insights, prototypes, and progress to our key product and business partners to receive additional feedback.
- We validated acceptance and priority for implementation across all teams and initiatives.
- We conducted virtual user testing on design iterations to validate we met user needs.
- We validated the new design system, new portal landing page, product details pages, navigation, open search, and alerts met their needs.
During design exploration & testing the development team was exploring in tandem new frameworks, index structures and deep linking capabilities to validate our designs could be delivered effectively.
Design Deliverables:
- 1. Login Pages
- 2. Company Registration
- 3. Product Identification
- 4. New Landing Page
- 5. Product Details Page
- 6. Dashboard UI Rebrand
- 7. Global Navigation
- 8. Global Open Search
- 9. Global Notifications
Point of Entry
- 1. Rebranded Login page with new persona specific user/product flows.
- 2. Rebranded Company Registration form with improved guidance, condensed fields, comprehensive section groupings.
Product Knowledge
- 3. New Product identification design system.
- 4. New Landing page after login showcasing product access cards and descriptions, with the ability to set individual products as home landing page if desired.
- 5. Product details pages providing knowledge and capabilities of each product, with the capability to request access if needed.
Consistency
- 6. Consistent global navigation for all products.
- 7. Rebranded Dashboard product with deep links to easily navigate to other product data
Connected
- 8. Global open search feature with guided user flows, product chip indicators, deep links, enhanced descriptions, and consistent indexing.
- 9. Global notifications with read, unread sort and pin capabilities. Allowing users consistent notification alerts across all products with deep links, product chip indicators, and priority indicators.
Improved, product knowledge and usability
The solution of building a custom framework, cohesive connected navigation with consistent features across eight connected experiences, with a global open search and notifications increased the overall product stability, reliability, and robust capabilities for improving overall customer and business satisfaction. Through these changes we discovered new capabilities to continually improve product and met future business and user needs.
- 100% Customer Satisfaction
- Increased Product Stability by 90%
- Reduced Discovery Time by 20%
Location
- Milan, Indiana
Contact
- kyla.design.work@gmail.com
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