Facing considerable customer churn and suboptimal engagement, we addressed usability challenges in the platform. Prioritizing user feedback, I revamped the UI, optimized performance, and aligned with our Timber design system within the task drawer, increasing adoption, usability, resulting in an 87% customer retention surge of 300k from the prior month, and exceeding Q1 2023 by 16%.
Making it easier to work better together
At GUIDEcx, the Task Details Drawer posed significant usability hurdles, from convoluted task creation to interaction limitations. As Principal Product Designer, my goal was clear: to streamline usability and elevate the overall user experience through strategic redesign.
Keeping customers onboard, engaged, and a product that is back leading the pack
Despite being recognized as a leader in client onboarding, We identified usability issues as the primary obstacle to adoption, engagement and customer retention. As new competition surfaced, resolving these challenges became imperative to maintain its market leadership position and retain it’s customer base.
How can we mitigate increasing customer churn stemming from usability challenges within the platform, restoring customer satisfaction and enhancing the overall user experience?
To address the UX flaws hampering engagement and adoption rates, our team recognized the pressing need for a user-focused transformation to enhance platform usability and restore customer satisfaction
Working together to uncover, understand, and prioritize the needs of Project Managers
Our strategy involved leveraging user insights and feedback, cross-collaboration with support and sales teams, and analyzing internal feedback to pinpoint critical pain points. Through this multifaceted approach, I worked to prioritize efforts effectively, aligning with our overarching goal of enhancing the user experience and driving product adoption.
Implementing a strategy for a streamlined, focused, and delightful workflow
We initiated a comprehensive redesign of the Task Details Drawer, efficiently exploring design solutions to prioritize user needs and enhance performance. Implementing our new Timber design system addressed usability issues identified through feedback. Additionally, we streamlined task creation processes, boosting efficiency for users.
Overcoming Overload
Navigating through challenges, we addressed the issue of data overload in the task drawer, striving to streamline information presentation for improved clarity and efficiency. Additionally, we tackled performance concerns, exploring display patterns to mitigate loading delays while ensuring a seamless user experience.
Data Overload
Faced with data overload in the task drawer, I conducted interviews and surveys with users to better understand the significance of each data point when interacting with and executing tasks. I redesigned the task drawer to group, organize, and prioritize essential information, progressively disclosing data, alleviating cognitive overload, and enhancing user clarity and efficiency.
Performance Concerns
We explored this approach of a pop-up modal pattern for task detail display from external links but encountered loading delays due to the need to load the project plan view in the background. While considering a fullscreen task details view, uncertainty about user context led us to seek further research and feedback for refinement, uncovering unexpected use cases that supported a full-screen approach allowing for a more flexible and scalable solution.
Keeping users onboard through a simplified and streamlined workflow
After implementing usability improvements based on critical user feedback, the Task Drawer underwent a significant overhaul, resulting in improved project engagement, user adoption, and overall satisfaction. Additionally, task creation efficiency was notably enhanced.
Looking back at the path taken and where we’ll head next
Work on the task drawer reemphasized the necessity of user-centric design and the value of validating internal insights with external user feedback.
Key Takeaways
Internal insights are valuable but must be balanced with external user perspectives to ensure optimal design decisions. Flexibility and adaptability in design guidelines are essential to meet evolving user needs and workflows.
Future Considerations
Given more time and resources, I would focus on revamping the checklist feature and expanding the flexibility of the task drawer to enhance user satisfaction and efficiency further. Iterative improvements guided by user feedback will continue to drive the evolution of our product experience