My job role here as Lead Designer was to improve the user experience of the platform.
When I first joined, all new customers would require extensive onboarding and setup from the team. My first task was to identify the most challenging parts of the signup/setup process and see how we could improve the onboarding to a point where customers with low technical demand (mostly small businesses) could completely self-serve from signup right through to having the widget on their website.
Mapping the current signup / setup user flow vs competitor / better user flows:
White-boarding a new user flow:
Defining a new user flow with predictive logic to automate and speed up a lot of the process, reducing the workload on support staff:
It became apparent pretty quickly that there was not the time or resources to develop a completely new design system from scratch - and it just wasn't necessary given the components that made up the platform. I wanted the platform to be really intuitive for new users to quickly find their way around so the new design system was based on Material Design - a Google design framework that anyone with a laptop would be familiar with. This was a quick solution to brighten up the platform and quickly put users at ease.
New Design System based on Material UI
New UI for the platform
Previous 'Call Reports' page
(Sensitive information greyed out)
New Call reports page design
(Interactive prototype)
Before + After logo:
The thought process:
Previous Website:
New Website:
