We saved a client
$40/mo
by adding in
1 feature!
Project Summary
I helped increase successful task completion significantly and reduced customer support by 60% by integrating intuitive navigation, clearer guidance, and improved data management in Client A’s software!
The team and I did this by creating a central place for the Admin role in our application to complete all management functions.
Outcome Statement
A redesigned navigation and Information Architecture, along with integrating new functionality in the application to enhance the user’s workflow significantly reduced customer support tickets, saving the business $40/mo.
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Centralizing all Admin tasks within our App:
We designed the new workflow as a solution for the Admin role in Client A’s application. These users were facing challenges due to a lack of intuitiveness, insufficient guidance, and poor onboarding within the application.
Through our research, we learned that Admin’s have super busy schedules and experience tremendous pressure at work. It’s crucial for them to have an application that includes straightforward task completion, precise data input, and accessible error resolution.
My Role in the Project
As the UX Lead on this project, I collaborated closely with the Project Manager, Lead Software Engineer, and Principal UX Designer to conduct research and iterate on and test possible improvements to our current application design.
We each had specific responsibilities; my job upfront was to understand the business objective goals, get to know the Admin persona really well, and make sure that our design changes aligned with the business goals. Once that was set, I focused my efforts on persona development and Information Architecture so I could ensure a comprehensive workflow was built out to support the Admin users.
Constraints, Processes & Activities
The team and I faced tight deadlines and the need for a seamless integration
with the existing system. Our process included:
