Client
Edgenet Inc
Product
Product Registry Supplier Portal: application for manufacturers to enter product attributes into Edgenet’s database to distribute on the Home Depot, Lowes etc
Role
Lead UX researcher and designer, UX manager
Challenge
- Reduce the customer service support calls
- Simplify the workflow
- Easy scalable to add new features
- Application redesign and develop new look and feel
Process
- Elicited and analyzed the detailed requirements from stakeholders
- Created a budget and scope for the project
- Created surveys for the Customer Service department
- Contextual inquiry with Customer Service representatives in order to understand most critical issues for the users
- Build personas, use cases and scenarios for typical users
- Created wireframes, interaction design, and visual design
- User testing
The work is under NDA. Images are blured
Success
After the first iteration of designs and development, the version of software jumped from 3.7 to 4.0.
In the first 8 months of implementation of new workflow and design number of Customer Service call significantly reduced.