Integral revamp of online management service and automation of support capabilities.

The Challenge

  • Existing product portal was not used by any of the customers
  • Support service overwhelmed by requests coming from customers
  • Experience provided was inconsistent  and communications with customers were fragmented

Approach

  • Customers Interviews involving contextual enquiry and user testing
  • Customer Satisfaction survey
  • Discovery and strategy workshops carried out with key stakeholders.
  • Redesign of UX experience and online platform for customers.

Strategy workshop

Created and discussed Opportunity Map to identify key areas with senior stakeholders and SMEs

Results

  • Reduction on resource consumption by decommission old reporting portal.
  • Drive strategic goal by integrating existing online capabilities into central platform
  • Increase visibility and exposure of security product to new customer segments and vice versa.

Learnings

  • Focus UX effort on reducing the scope of the MVP to the maximum allowed the kick-start of the development