Product redesign
Customer sentiment dashboard
Introduction
This project outlines my approach towards a product redesign project. See below for WHAT we built and HOW we approached the product design process.
User Persona and Primary Goals
The user persona for this product is a customer insights analyst who uses the tool to gather customer sentiment and delegates tasks to their team to address issues.
The Problem:
The dashboard that summarizes customer insights is outdated and convoluted. Users don't know where to start and have trouble navigating and building reports from the current dashboard.
How might we...
help customers focus in on important pieces of data and help them build the reports they need to address customer issues.
Client
Upland Software
Date
2020-2021
Services
UX Strategy & Planning, Design System, Prototypes & Mockups, Design Thinking, Product Design
What did we build
We focused on re-designing the homepage dashboard and its primary functionalities such as filters, in addition to an information re-architecture and redesign of the menu.
More focus
By reorganizing the menu and layout of the product, we helped give the user more focus on key areas of informaiton, rather than trying to force all functionality into on real estate.
Before
After
Stronger filter functionalities
The filter panel is over crowded and has double overlay, increasing cognitive load and hindering functionality.
before
After
How did we build it?
Learn more about the Product Design Process.
Discover & Understand
Identify user and business problems
User Research
I led a research program to engage with customers to understand their daily goals using the current tool, and identifying the strengths and problems.
Definition
Define the points of views we can construct based on the user and business problems
Define and evaluate the key task flow
After a series of user interviews and collaborating with the Product Manager to identify the user's key task flow in using the customer sentiment tool, we drew out the task sequence to be re-designed.
Information Architecture
As part of a series of user interviews and evaluation of key task flows, we re-constructed the product's information architecture to improve organization and user's ability to accomplish their goals.
Design & Iteration
Explore solutions and test with users
I designed high-fidelity mockups and conducted a series of user tests. The primary goal were to test and validate the the product re-design's new navigation menu (information re-architecture) and basic filtering functionalities to that would help users build the reports they need to address customer issues.
What did we test?
We focused in on two key areas for testing 1) re-organization of the information architecture and key navigation items 2) filter functionality
New navigation
We focused on the new left hand navigation to see if it were an improvement from the bottom navigation bar in the old UI, as well as the new tabular structure for key workflows (it was hidden in the bottom bar in the old UI).
Filter functionality
We tested whether users found the new filter functionality effective towards building key reporting needs.
Develop & Build
Create a plan for how to execute the designs
Below are samples design documentation as part of the designer to engineer handoff.
