Jamie Badgett
See the Bigger Picture: Data Visualizations for Enhanced Workflows
Transformed a legacy product through a user-centered design approach. Identified key pain points and implemented solutions to improve usability, reduce support costs, and enhance user satisfaction.
Problem
User tasks require inefficient navigation through multiple pages and menus causing increased friction and support cases while also detracting from the product’s automated capabilities.
Solution
Basic tasks were streamlined within a homepage creating a summarized experience providing data overview, troubleshooting opportunities, and user guidance through these tasks.
Key Learning
By combining user research with iterative design, a legacy product was revitalized, improving user experience and reducing support burdens. It emphasized the importance of understanding user needs and aligning design decisions to deliver significant value.
FACING USABILITY CHALLENGES
The company's aging flagship product faced usability challenges. Support cases and friction scores were high, and new users struggled to navigate the workflow. The page sequence was illogical, and there was a lack of context copy to guide users.Partnering with another designer, we brainstormed concepts and developed a two-phase testing plan. The first phase focused on validating our design direction with internal users and gathering insights into their preferences. We then used this feedback to refine the design before conducting external user testing to ensure it met their needs and streamlined navigation.
USER RESEARCH DRIVES DESIGN DECISIONS
User research indicated a preference for visual data representation, but users also wanted to retain the familiar grid view. When making updates for external testing, we explored design solutions that balanced both preferences by using a switch to toggle the widget between the two views. Inconsistent naming conventions caused confusion for both support and users trying to troubleshoot issues. We addressed this by implementing clear and consistent labels. Internal insights were also vital in selecting the most relevant metrics to display on the homepage.
EXTERNAL VALIDATION AND REFINEMENT
Our final MVP design was ready for external testing. User interviews confirmed our suspicion that unclear labeling was a major pain point. We also identified a pattern of allowing for a high volume of "customized" configurations, which was the source of confusion for the support team and users trying to explain their location within the application. The new design impressed external testers with its centralized action hub, and they recognized it as an immediate improvement over the current experience.
COLLABORATION LEADS TO SUCCESS
After presenting our findings to business stakeholders, we met with the development team to discuss solutions for the labeling customization challenges. We implemented a compromise that made the field adjustable while mitigating confusion. Sparked by the label feedback, we conducted a follow-up survey to gather client input on the most clear and concise labels. The success of this project continues to evolve as we implement future iterations based on continuous testing feedback.
9/10 users found the new page very helpful
Reduced support cases by ~ 20%
V.3 enhancements already in flight
Reduced user friction scores by ~ 60%