Empowering Customer Success Teams:
The AskNicely Responses Redesign
Embedded Files
Context
The Responses page, heavily utilised by AskNicely clients, facilitates viewing and responding to customer feedback and serves as a case management tool.
Requirements
The business requirements, based on feedback collected from customers over the years, were to make key functions easier to perform, improve intuitive navigation, reduce unnecessary clicks, and give the page a more modern look. This project served as the initial phase of a larger web application redesign project.
Current version of the Responses page (Test environment)
Process
Over ten weeks, I conducted UX audit and desk research, developed three initial concepts, and facilitated two rounds of one-on-one co-design and feedback sessions with five Customer Success Managers (CSMs).
These sessions provided valuable feedback, as CSMs are primary platform users with significant exposure to AskNicely customer feedback.
In collaboration with the Director of Design, I navigated multiple rounds of iteration and explored various layout and information-finding concepts. Upon completing my internship, I presented my work and findings to the Product Design team.
The design version preferred by the majority of interviewees
Highlights
This first assignment was a great way to meet the team, understand each team's role, and learn about the product features and structure.
Reflection
This project was my first time working solo in the real world, and it was the longest one during my internship. Dealing with uncertainty taught me to be resilient and resourceful, helping me understand my strengths and areas where I can improve as a designer. It also showed me that it's more important to deliver good work than to aim for perfection.
The interviews with CSMs made me think about how much we can change in the product without upsetting our current customers. It also made me realise that we need more feedback sessions with AskNicely's customers.
Project Overview
This project involved redesigning the Responses page within AskNicely's web application.exclamation The Responses page is a critical tool for AskNicely clients, allowing them to view and respond to customer feedback, essentially functioning as a case management system.
Challenges
Based on user feedback, the Responses page suffered from usability issues:
Cumbersome Workflows: Key functionalities were difficult to perform, requiring excessive clicks.
Unintuitive Navigation: The existing layout made it challenging for users to find the information they needed quickly.exclamation
Outdated Design: The page's appearance lacked a modern aesthetic, potentially impacting user experience.exclamation
Goals
The redesign aimed to address these challenges by:
Improving Efficiency: Streamlining workflows to make core functions easier to access and execute.
Enhancing Navigation: Designing an intuitive interface that minimizes the number of clicks needed to complete tasks.
Modernizing Look & Feel: Updating the page's visual design to create a more contemporary and user-friendly experience.
My Role (Product Design Intern)
As a Product Design Intern, I played a key role in this project, leading the redesign process over ten weeks. My responsibilities included:
User Research: Conducted a UX audit, desk research, and one-on-one interviews with five Customer Success Managers (CSMs) to understand their pain points and gather valuable user insights. CSMs are primary users of the Responses page and have extensive experience with AskNicely customer feedback.
Concept Development: Developed three initial design concepts for the Responses page, focusing on improved information architecture and user flows.
Co-Design & Iteration: Facilitated two rounds of co-design and feedback sessions with CSMs. In collaboration with the Director of Design, I navigated multiple rounds of iteration, exploring various layout and information-finding solutions.
Presentation & Handover: Upon completing the internship, I presented my work, findings, and design recommendations to the AskNicely Product Design team.
Learnings & Growth
This project presented an invaluable learning experience:
Understanding the AskNicely Ecosystem: This first assignment was crucial in meeting the team, understanding each team's role, and learning about the AskNicely product features and structure.
Resilience & Resourcefulness: As my first solo project in a professional setting, I developed my ability to navigate uncertainty with resourcefulness and resilience.
Growth Mindset: This project fostered a growth mindset, encouraging me to prioritize delivering good work over aiming for perfection, while also embracing challenges as opportunities to learn and improve.
Importance of User Feedback: The interviews with CSMs highlighted the power of user feedback in product design. It also emphasized the need for including AskNicely's actual customers in future feedback sessions.
Overall, this internship project allowed me to contribute significantly to the AskNicely product design process. By employing user-centered design principles and collaborating effectively with the AskNicely team, I gained valuable experience in designing and iterating product solutions that prioritize user needs and business goals.
Google Sites
Report abuse