Communication Center
Re-designing a 20-year-old communication platform and maximizing business outcomes of clients.
My Role
Product Designer conducting research on customer feedback and interviews. Creating a new design system to use in order to move the product towards a new code base. Design handoff for a new design system done asynchronously, and iterations made as needed.
Project Goals
This area of the system was outdated and needed to be rebuilt in order to stay competitive in the fitness market. Definition of done required the following
- A modern text editor with improved performance
- Measure engagement for messages that have been sent to members
- Mobile-friendly, responsive design
- Choices that would improve page performance overall and prevent confusion and page crashes
A modern text editor with improved performance
- Redesign of message reporting and composition (more on that message reporting later!)
- Removed non-functional text editing and message placeholders
- Designed to be responsive across resolutions
- Introduced an auto-saving draft feature to prevent lost work
Measure engagement for messages that have been sent to members
- Message statuses made easy to interpret
- Added a filtering functionality to make searching messages and their performance easy
- Review a message that was sent
Mobile-friendly, responsive design
- Addressed page hierarchy and made all page components responsive
Choices that would improve page performance overall and prevent confusion and page crashes
- Extensive audit of placeholders and page components to determine functional pieces to keep
- Consistent user feedback of page crashes meant introducing an auto-saving draft feature
- Worked with engineering to determine solutions for page crash scenarios.
Project Outcome
We needed a big overhaul of an old, complicated page. There were problems users faced that were mainly apparent in field research, not user interviews. Updating the page required mindful data collection, testing, and internal stakeholder communication. I was able to address the majority of the user concerns, and bring the page new life. All while remaining familiar enough to limit confusion when implemented.