As a Product Designer for Cady Studios. I was tasked with creating modern and updated designs for various product lines. To do this, I combined data from site analytics and customer research to have a complete understanding of the customer.
This overview provides a summary of some of my tasks and duties performed during my time at Cady Studios.
Created research-based designs that saw increased customer satisfaction (MyCady)
MyCady is a customer-facing dashboard that provides important information and resources for school administrators. The previous version of MyCady had a cumbersome interface and had important information hidden behind multiple pages and screens.
The objective of the redesign was to make this information more accessible to the end user and to improve the navigational structure of the site. An initial assessment of user behavior determined the elements most important to users was the gallery, event calendar, and student class information. Focus of redesign would be to highlight this information and make it easily accessible to users. Considering this was customer facing, features were added that made accessing customer support easier as well.
Post-launch survey was launched to gauge user sentiment, average satisfaction rating of 4.8 out of 5 was given by respondents with 5 being the highest level of satisfaction. User data from Hotjar and Google Analytics showed users were able to through the interface more easily and directly find their desired content.
Used tools to generate user flow maps, data-driven insights and observe customer behavior across websites (Hotjar, surveys, focus groups, Google Analytics)
User flow maps were created to assess the layout of current sites and identify potential areas of improvement.
Hotjar was used to observe user behavior on a per-page basis, was used to evaluate the effectiveness of individual page element.Hotjar was also used for customer surveys, this information was recorded and tracked to assess common complaints over time.
I launched a focus group to gather customer feedback on our product offerings. This information gave more depth to the information I previously collected through surveys and analytics. Research showed that customers liked to have the ability to customize their photos and prints more specifically for their own needs and wanted to have a buying experience that is compatible with their mobile devices. All respondents had a desire to feel appropriately informed in respect to the process of making an appointment and purchasing products. According to the respondents, gaps in communication between the company and the customer created a sense of distrust. Customers appreciated clear communication and easily accessible information.
Crafted new designs for legacy internal employee tools (Capture, Nucleus, Dashboard)
Capture is a tool used for capturing and tagging photos. Objective of redesign was to make interface improvements and to improve the learning curve for new photographers.
The account dashboard is where customers can view past orders, check upcoming appointments, and receive any important updates in regards to their account information.
Considered modern approaches when designing customer products, led with a mobile first mindset (E-commerce sites, Booking)
One proposed concept was a wireframe and framework for a revamped ordering site that was mobile first and improved based on customer insights.
Below are some considerations made during the creation of this concept.
- Observed high bounce rate on ordering landing page, changed flow to encourage users to click through
- Majority of visitors to the site are mobile users, created mobile-first framework to accommodate those users and improve conversion rates
- Made ordering site more product-focused and easier to navigate, geared to the fact that customers have a non-linear buying flow