Unified Web Ecosystem

One experience to rule them all

Role: Sole UX and Product Owner

Summary: Initiated project concept, identified and brought stakeholders together, identified target audience, initiated analytics into process, and optimized critical path performance.

Challenges included:

• bringing together siloed departments and stakeholders,
• changing the company mental model from disparate sites to a unified web ecosystem,
• helping stakeholders understand the target audience and current market,
• initiating analytics into the process and building dashboards,
• search optimization,
• load performance optimization,
• distributed team and stakeholders across 3 countries with many remote employees
• last-minute re-branding

Process & methodologies:

• persona-based storyboard walkthroughs
• usability tests
• unify information architecture
• plan responsive design strategy and educate stakeholders
• create & groom backlog; plan sprints
• help plan roadmap
• keep dev team motivated & happy
• iterative prototypes
• Agile methodology
• global search
• performance optimization
• Agile methodology

Tools: Axure, Illustrator, Sketch, InVision

What we wanted: Unified web ecosystem with one profile, quick top navigation, section indicator, contextual main navigation and sign in either going to customer portal or giving user choice of customer portal or stay on corporate homepage, global and optimized search, optimized performance

Where we are so far: Unified web ecosystem with one profile, one layer of unchanging navigation and sign in staying on corporate homepage. I've created a search optimization plan and performance optimization plan and we're in the process of this next phase. We're also in the process of adding a marketplace and community.

Storyboarding - cartooning brings people together

I storyboarded the main use cases: search from Google, search from corporate homepage, search from docs, and search from support

Top nav and contextual nav for customer portal

Customer portal earlier concept

Site map, flows, and support access map

Mega-menus

One navigation

Mobile

Where we are so far

In the pipeline: global search, marketplace, and much more

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Support Portal

A great user experience can't stop at design

Role: Sole UX

Summary: Initiated project as important touchpoint in customer journey, identified and brought stakeholders together, interviewed customers and employees, tested, initiated analytics into process, optimized for top tasks.

Challenges included:

• building trust in UX with siloed department overseas,
• content from acquisitions had never been handled,
• operating systems filters had outdated names,
• category names were not data-driven and had never been tested,
• site was not responsive,
• there were pages of filters, most of which only needed to be set once,

Process & methodologies:

• customer interviews
• support engineer interviews for top customer pain points
• initiated customer and support engineer collaborative design
• update operating system filter names
• group related documents into new categories
• remove unused and group rarely used filters
• usability testing,
• prototyping,
• initiated analytics into process
• keep support engineer helpers motivated & happy
• Agile methodology

Tools: Card-sorting, pencil/paper, Axure, Google Analytics, support site search logs, wrote C++ program for cluster analysis

Task flow

Iterative design - older concept

Final design

Clean up filters - there were pages of outdated and even unused OS filters. I researched the new names, went through all content and identified which to remove

Group related documentation - there were many acquisitions where this had never been handled and three main languages

Group related documentation - there were many acquisitions where this had never been handled

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API Portal

A great user experience can't stop at design

Role: Team UX

Summary: I and three UX teammates worked around the clock to get this API Portal ready for a Gartner analysis.

Challenges included:

• very tight timeframe,
• only 4 team members, 2 remote, and in 2 different countries,
• new platform (Joomla),
• not very familiar with API management before this,

Process & methodologies:

• wireframe
• create high-fidelity mockups
• design icons
• code in Joomla (I did some of this, but not the majority)

Tools: Axure, Illustrator, Joomla

Sitemap

Wireframes

High-fi mockups

Sample rebranding for demo

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Search optimization

A great user experience can't stop at design

Role: Sole UX

Summary: Initiated project concept, identified and brought stakeholders together, interviewed customers, tested, initiated analytics into process, identified top tasks and optimized search relevancy and accuracy.

Challenges included:

• bringing together siloed departments and stakeholders,
• changing the company mental model to realize the importance of search,
• analyzing search logs to identify top tasks,
• initiating analytics into the process and building dashboards,
• perform relevancy testing and benchmark critical product search results,
• set goals for top 14,
• distributed team and stakeholders across 3 countries with many remote employees
• last-minute re-branding

Process & methodologies:

• storyboards of current search experience and resulting support calls
• create synonyms file to link common misspellings, typos, and full names/acronyms
• boost search engine metadata
• analyze search logs to identify top tasks,
• initiate analytics into the process and building dashboards,
• perform relevancy testing and benchmark critical product overall and per task search accuracy,
• set goals for at least the top 14 queries
• provide for zero result searches
• identify patterns
• clean up search results, weed out old content
• create search optimization flow
• keep support engineer helpers motivated & happy
• standardize documentation titling

Tools: Card-sorting, pencil/paper, Google Analytics, support site search logs, code editor

Storyboards - a picture is worth 1000 words

I storyboarded the main use cases: installing, upgrading, troubleshooting

Task flow

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Project Name

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Escape is a free PSD web template built by Mathavan Jaya. Escape is a one page web template that was designed with agencies in mind. This template is ideal for those looking for a simple one page solution to describe your business and offer your services.

You can download the PSD template in this portfolio sample item at FreebiesXpress.com.

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Project Name

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Dreams is a free PSD web template built by Mathavan Jaya. Dreams is a modern one page web template designed for almost any purpose. It’s a beautiful template that’s designed with the Bootstrap framework in mind.

You can download the PSD template in this portfolio sample item at FreebiesXpress.com.

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