Simplifying user flows for successful outcomes
A complex internal process was confusing employees, causing inefficiencies and putting the company at risk. I identified a need to establish core UX principles for our product experience, and formed a cross-functional team to do it.
I led us through a series of workshops and team deliverables, ensuring the team was finding small scale changes we could make quickly to test the efficacy of our ideas. As a result, many were found to be successful and broader changes were made, ultimately culminating in a reduction of a 70-day process down to 5 days.
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Working with the Customer Success team at Thomson Reuters, I developed a series of research studies that helped us better understand user's needs during purchasing experiences. Using my findings and the findings of my team, I created guidelines and redesigned emails and forms that anticipated people's questions and gave guidance towards those answers.
Beginning with contextual interviews, we explored people's experiences with the communications received to uncover their unmet needs. We drafted some prototypes and followed this up with two usability studies. As a result, we uncovered many opportunities for the content of our messages - from product descriptions, labels, to a lack of clear next steps and made initial changes to our content as a result.
