Updating a customer service management software by implementing design principles and processes to improve usability.
Product: Web SaaS product
Client: InfoTV
Year: 2020
My role: Information Architecture, Wireframing, Visual Design
InfoTV is a company that develops software for customer service and media content management. One of their products, DIGA - Proxximo, is designed for the management of in-person customer service.
Outdated design and user experience, leading to the need for a makeover.
Implementing design principles and processes to improve usability.
I was responsible for the section where managers could customize the settings for the clerk's desk. Since I was not in the project from the beginning, I started by analyzing the user research data my colleagues had gathered, to familiarize myself with the product and its users.
I also reviewed the product demo to analyze its user flow and it was clear that the product's organization and information architecture needed improvement.
Based on my findings, I made a content audit, categorizing information by function and organizing elements. I had weekly meetings with the stakeholders and was always in touch with them to show my analysis, iterate and ensure I was on the right path.
To help me start the wireframes, I searched for visual inspiration on setting pages of other products, since it was the kind of page I was going to design. I also had the help of other team members on design review’s sessions.
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