This case study is protected by privacy agreements. For more details, please contact me directly. Keep reading for a brief overview.
Project overview
PRODUCT
My client was a move management company specializing in residential governmental relocations. The project was centered on revitalizing the old customer portal, which serves as the pivotal interface for clients to initiate new relocations, and for move managers to coordinate and oversee their moves.
GOAL
The goal was to redesign the outdated portal which was hard to use and didn't allow for business-client collaboration. The old portal needed a significant overhaul to optimize the organization of user data, simplify move initiation, and streamline the management of critical customer and transfer information.
DESIGN CHALLENGE
The challenge was to encourage client usage of the portal, which was underutilized. Enabling business-client collaboration for updates aimed to alleviate the workload on move managers, eliminating the need for manual client outreach and data input.
Role
UX Design
Duration
Mar — Jul 2023
Team
Project Manager, Product Owner, System Analyst, 3 Developers, UX/UI Designer, Leadership
Design Process
1
Discover
Existing system analysis
Requirements gathering
Stakeholder interviews
Contextual inquiries
2
Analyze
Workflows
Documentation analysis
Regulations
Use cases
3
Design
Competitive analysis
Card sorting
Wireframing
Prototyping
4
Test
Usability testing
Stakeholders
1
Discover
Existing system analysis
Requirements gathering
Stakeholder interviews
Existing workarounds
2
Analyze
Workflows
Documentation analysis
Regulations
Use cases
3
Design
Competitive analysis
Card sorting
Wireframing
Prototyping
4
Test
Usability testing
Challenges
LIMITED TIME
The MVP stage lasted only a few months, so we focused on delivering a mid-fidelity prototype to meet the timeline while ensuring key functionality.
NO CLIENT PARTICIPANTS
Instead of engaging directly with the end clients, I initiated in-depth conversations with the move managers who routinely interacted with them. We were able to uncover the most frequent pain points of our clients this way.
LACK OF USABILITY TESTING PARTICIPANTS
Since ur in-house team was involved in the design process, to test the MVP, I engaged move managers from subsidiary companies within our portfolio. These professionals possessed the necessary domain-specific knowledge and adhered to privacy regulations.
NO PUBLICLY AVAILABLE COMPETITOR CRM
I adapted by exploring indirect competition, studying YouTube tutorials for direct competitors, and uncovering techniques for customizing a typical CRM to suit the unique needs of the move management industry.
Expected outcomes
33% MORE EFFICIENT OPERATIONS
This product is currently in development. Next steps will be testing the working MVP and assessing the impact of the redesign. However, based on prototype testing, some positive impact has already been determined:
1
User-friendly forms
The redesigned move initiation form offers a more intuitive experience, making it easier for clients to complete and submit, removing the need of training.
2
Streamlined layouts
Move-related information presented on a single page, as opposed to the previous fragmented presentation across 5 different pages.
3
Intuitive data retrieval
Simplified database exploration with commonly used filters. According to stakeholders, onboarding time can potentially decrease by 50% for new move managers.
4
Reduced burden
The redesign will decrease the workload of move managers with task automation and reminders.