Web Portal
Web Portal
UX Research, Web-app Design (Desktop), Visual
UX Research, Web-app Design (Desktop), Visual
✦ OVERVIEW
Improving usability to support 60+ agencies to reduce tech support dependency.
Improving usability to support 60+ agencies to reduce tech support dependency.
In this study, we will look at one of the flows built during my internship. A complete and developed web application flow used across multiple agencies to migrate data to a new portal.
In this study, we will look at one of the flows built during my internship. A complete and developed web application flow used across multiple agencies to migrate data to a new portal.
YEAR
YEAR
2024
2024
TEAM
TEAM
Annabelle Phua
Annabelle Phua
ROLE
ROLE
UX Designer (7 months internship)
UX Designer (7 months internship)
SCOPE
SCOPE
User Research, UX Design
User Research, UX Design
Can the diverse needs of 60+ agencies be supported—and even optimized—without adding complexity?
Can the diverse needs of 60+ agencies be supported—and even optimized—without adding complexity?
(1/7) CONTEXT
(1/7) CONTEXT
The Enterprise Portal is a daily tool for engineers to connect with systems, inform others, and ensure precise security.
The Enterprise Portal is a daily tool for engineers to connect with systems, inform others, and ensure precise security.
(2/7) PROBLEM
(2/7) PROBLEM
However, users were met with confusion and relies constantly on technical support to navigate important and irreversible actions within the security portal.
However, users were met with confusion and relies constantly on technical support to navigate important and irreversible actions within the security portal.
To support this, a data migration flow was kickstarted to smoothly transition users to an upgraded system with enhanced usability.
To support this, a data migration flow was kickstarted to smoothly transition users to an upgraded system with enhanced usability.
(3/7) OBJECTIVE
(3/7) OBJECTIVE
So how do we simplify a complex system’s user experience during data migration to ease cognitive load in the portal?
So how do we simplify a complex system’s user experience during data migration to ease cognitive load in the portal?
(4/7) DESIGN PROCESS
STAKEHOLDER DISCUSSION
STAKEHOLDER DISCUSSION
It was crucial for key stakeholders to align and make decisions on core features—balancing business policies, development constraints, and user needs.
It was crucial for key stakeholders to align and make decisions on core features—balancing business policies, development constraints, and user needs.
USER TESTING
USER TESTING
After defining the scope and constraints, designs were reviewed by developers and project managers, iterated and refined, and finally tested with real users.
After defining the scope and constraints, designs were reviewed by developers and project managers, iterated and refined, and finally tested with real users.
(5/7) SOLUTION SAMPLE
(5/7) SOLUTION SAMPLE
It was key to change the most crucial action that prevented users from completing their tasks.
It was key to change the most crucial action that prevented users from completing their tasks.
BARRIER
BARRIER
Time and resource constraints prevented a grand overhaul of the system, requiring minimal changes with high impact.
Time and resource constraints prevented a grand overhaul of the system, requiring minimal changes with high impact.
SOLUTION
SOLUTION
Simple changes includes splitting up information and actions into different steps to prevent cognitive overload.
Simple changes includes splitting up information and actions into different steps to prevent cognitive overload.
(6/7) IMPACT
(6/7) IMPACT
Through this process, we were able to achieve improved usability, higher satisfaction, less frustration and increased trust.
Through this process, we were able to achieve improved usability, higher satisfaction, less frustration and increased trust.
(7/7) KEY TAKEAWAYS
(7/7) KEY TAKEAWAYS
Real projects have constraints, and staying flexible while prioritizing what matters most is key to working effectively with stakeholders.
Real projects have constraints, and staying flexible while prioritizing what matters most is key to working effectively with stakeholders.
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