Insider Customer Portal Redesign
Redesigning the UI and UX of the web platform for collecting feedback about the company's products from the clients.
Project Detail
Project Type: UX/UI design
Timespan: 1 week
Team Size: 2
My Role
UX Designer
UI Designer
Method
Information Architecture
Wireframing
Prototyping
Tool
Figma
Introduction
The system is a platform for exchanging ideas and problems about the products between the IT department and the clients. Clients could report the issues they found or provide some new ideas to the development department to improve the products. However, the PM claimed that the usage rate was low and the team also thought the system was not polished enough to present to the clients.
Design Process
Problem
I conducted a simple evaluation for the existing platform and pointed out several problems that might affect the engagement rate.
Lacking in temptation
There is little temptation for clients to provide feedback on the products proactively.
Exept for the motivation, the layout and the hierarchy of the system were not clearly presenting the information. The design might confuse users and discourage them from providing feedback.
Uncommon UI components
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The 3 main features, report bugs, ask questions, and share ideas, were not presented like buttons but links. Users might not be able to click them intuitively.
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The design of the filter for the table below was not consistent with how users have learned from other systems. Besides, it did not approximate to the table to help users associate the filter with the table.
Invisible hints for inputs
There was no instruction for each textbox on the posting tickets page that might lead to confusion about what to input for first-time users.
The comment feature is not noticeable
The replies textbox was not obvious enough below the posted replies. Users might ignore the feature and lessen the opportunity of engaging.
Little distinction after posting tickets
The "posted issues" screen was similar to the "creating ticket" page. This might confuse users and lead users to edit other's original posts accidentally.
Persona
Goal
To engage users in the improvement of the products by encouraging them to provide feedback with a seamless interface and entertaining ecosystem.
Solution
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WIREFRAME
Centralize information
In the previous design, the first page after login was just a dropdown to select the project (product) they were involved in.
After discussing with the PM, I designed an overview page for users to know the global information for all the related product updates.
Proper buttons UI with CTA
To have a better grouping, I separated the homepage into two areas. The three buttons on top with more convincing calls to action could encourage users to complete the tasks more efficiently.
Simple controls to locate items on the list
The tabs on the top of the table and more filter next to the search bar replace the previous filter to provide simpler interface.
Consistency between screens
The 3 tabs for the posting features on the top are exactly at the same place as the 3 buttons on the homepage. This could reduce the requirement of learning after users have familiarized themselves with the interface on the previous page.
Specific guide for the inputs
Provide a format for specific information could not only guide users to finish the task but also simplify the process of collecting data for the IT department.
Conversational experience for discussions
To create the interaction of mutual conversations, I replace the replies table with a chat window for the clients and the administrator to have discussions.
Individual page for personalized data
Instead of distinguishing self's posts from all of the posts by the filter on the homepage, I suggest having a separate page to file all the posts and replies created by the individual. It would help users locate the wanted information quickly and make users have the sense of belonging by owning their own space.
Scoring system for contribution
Gamification has become one of the trendy solutions to attract users. We tried to include the concept of gamification to stimulate users to give feedback for raising the achievement score with more fun.
Final Design
Overview Dashboard
Home page
My View
Posting Ticket
Posted Issue
Takeaway
I had a chance to talk to several developers in this project. It is important to view things from different angles by working with cross-functional teams. Exchanging our rationale of decisions is an essential step to develop a product that meets both technical constraints and usability principles.