One of the first challenges extended to me was outlined by the former CEO of Compli, Rob Warmack:
“How can we save HR professionals and administrators just 30 minutes per week? What can we do to improve their workflow and make their lives easier?”
Given free range of the entire product, I created some hypotheses, then set about trying to prove or disprove them through surveys and interviews with Technical Account Managers, Customer Success Managers and End Users. The result of my research was a a moderate change to a major feature. (The only limitations were ‘Don’t change the marketing materials.’)
The icon beside "Start a Form" looks very much like an @ symbol, which is confusing and does not help the user identify what they’re supposed to do.
There is no indication that "Start a Form" is a live search. We use several styles of search bars and boxes, which is a design feature that should be standardized. While this is a slick, modern style for a search bar, it is incongruous with our site styles and breaks up the user experience in a confusing way.
The bullet points used in the list of "Most Popular" forms are not used anywhere else in the application and they are not a brand color.
Clicking on either Shared Queues or My Queue takes the user to the same place, there is no use for this feature as an employee (End-End User)
The ultimate goal is to reduce the number of clicks needed to reach a desired activity for the HR Administrator, saving time. For the highest return on our investment, the following changes were implemented:
Make a Universal Search available: allow users to search and find what they’re looking for from the first page of the app.
Remove icons and styles that don't add functional value.
Link to 3-7 most frequently accessed actions from a QuickStart Menu.
Leverage existing UI elements to clearly define expected interactions.
Clearly label frequently used actions with titles that allow a user to know exactly what to expect.
On the User Import Process, there is a lot of text that is wordy and hard to understand. It’s easy to overlook and mistakes are constantly made by users, resulting in many/prolonged Technical Account Manager calls.
During the process of uploading users in bulk, if a user selects a field in the drop-down box, they can move forward in the process (the 'next' button is enabled), but a warning is displayed that is confusing and unclear.
Require the user to actively and affirmatively make decisions.
Deliver important information in smaller bites.
Reduce cognitive overload by only showing information pertaining to the current action as they interact with the page.
Add questions that require interaction before the user can move forward in the process.
NOTE: The yes and no answers are not intended to enforce what happens via the code, they are meant to control what directions are displayed. They also serve as a confirmation of intent for user actions.
Contracted to create a proof-of-concept mobile app demo and highlight how the user experiences the product in a fraction of the time. Salespeople must convey to surgeons how recipients of knee- and hip-replacement surgery can have a better outcome with the use of the full app by demonstrating a limited experience.
With limited user feedback and requirements from stakeholders, I created a custom user flow to present suggestions for review and feedback.
With updated requirements and feedback, I created a functional, interactive demo app. First, using Buildfire, a low-code web application that allows stakeholders to give feedback based on interaction with the demo. The demo app was later rebuilt using Marvel app. (Note, you may experience some visual delay in the gif due to compression.)
We needed a way to get fresh, new user-generated content on the site and to engage our secondary audience (college students).
A previous iteration of the review process had been archived at least two years before. It was pretty tragic, having been created in 2007 during the initial build before we acquired the product. I pitched this innovative idea for reviews and was approved to lead a team to build the new feature.
My goal was to drive user engagement and further cement our position as the top resource for "Real, no BS college reviews." The intention was to create a review process that was more like a BuzzFeed quiz and less, well, boring. It worked and is still a huge driver today for traffic.
This is the project most near and dear to my heart! In short, this was a a massive overhaul of the student's User Experience / User Journey within Unigo.
Previously, all of the user activities on Unigo were loosely connected, but had no flow from one to the next. We have several different user types, and they need vastly different information. In collecting that information and refining the services we offered, we overlooked the 'hub' of the user experience. This project fixed that.
Below are a few more detailed examples of my mockups that demonstrated how we could personalize the user experience. I've included birds-eye-view of my mockups file as well as a bare wireframe I used to pitch the changes.
Before: I created a notification tray, affectionately termed the "cattleprod" in late 2016. The intention was to get more user to complete direct revenue-generating activities. Adding items to the cattleprod highlighted these activities, which increased engagement. However, it was left to the user to notice the "clipboard with a check mark" icon.
After: Following design standards established by Facebook, Reddit, Twitter etc., I added a notification icon to represent action items needing completion. It's visible to all users when logged out; when the user logs in, they see their personalized list.
This improved site-wide CVR for all activities listed on the cattleprod significantly:
Scholarship Match allows us to gather a tremendous amount of user data and allows us to connect students with our advertisers, directly generating revenue.
Before: 11.9% of users who complete one of Our Scholarships also complete Scholarship Match in the same session – an average of 3,672 users per month.
After: 15.7% of users who complete one of Our Scholarships also complete Scholarship Match in the same session – an average of 4,845 per month.
Success: 31% increase in users completing the Scholarship Match
Our goal was increased traffic to our paying college customer's Premium School Pages from the College Match results.
Before implementing this change, we had less than 100 users per month click through to the Premium School Pages from the College Match results page.
After "featuring" the Premium Schools in the results list, the click traffic has seen a significant increase.
Roughly 1,000 users click through to Premium Schools from College Match - ~900% increase.
We needed to drive more students to fill out inquiry forms for Premium Schools that have forms included (not all schools choose to include this option). As of the time this was updated, University of Arizona is an example of such a school. The inquiry form is visible at the top of the page, but when the user scrolls down the page, access to that CTA is lost.
After making the page navigation bar sticky, twice as many students fill out inquiry forms for Premium Schools - an increase of 100%.
Our goal was to get more people to click on the CTA buttons on the home page and convert to completion.
0.99% click “Search Colleges” and finish College Match.
1.92% click “Search Scholarships” and finish Scholarship Match.
0.94% click “Get Colleges” and finish College Match. (Fail)
3.27% click “Find Colleges” and finish College Match. (Success)
2.02% click “Search Scholarships” and finish Scholarship Match. (Success)
Our goal was to get more of the users who enter on a scholarship detail page to register.
Before: 9.77% of users who land on this page register (average 3,032 registrations/month)
After: 10.52% of users who land on this page register (average 3,264 registrations/month). Success: +8%