Develop a unified product experience for internal users and stakeholders from Customer Success, Support, Sales, Onboarding and Engineering teams
- Increase the productivity of these teams, which affects the customer experience
- Optimise cross-department internal processes
- Reduce maintenance efforts and establish a single source of truth
- High maintenance of 10 internal tools with various tech stack, some of it was outdated
- Lack of common knowledge resulted in only a few key employees knowing how to use an unnecessarily complex tool
- Long communication loop of internal processes
Dedicated Cross-functional team:
- 1 frontend and 1 full-stack engineer
- Team lead
- Product owner
- Product designer
- 16% increase in productivity for the Customer Success team
- Support tickets closed and user requests fulfilled 2 days faster on average
- 21% reduction in engineering maintenance efforts, measured by a decrease in time spent on system upkeep, and improved platform stability
As a Product designer in charge of design decisions, I have:
- developed the UX strategy in line with business goals
- led the full-cycle product design process
- conducted user research, transforming insights into actionable ideas
- facilitated team ideation and planning sessions
- UX Strategy
- Product canvas
- User journey map
- Data dependency and feature mapping
- User interviews and testing sessions
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