Assessing the Efficacy of a Redesign
WHERE
San Francisco
WHEN
2020
Reduct, an audio-transcription, data analysis, and video creation platform for Researchers was redesigning one of their major services, the All Highlights Page.
When I was working as the one and only Customer Success Manager, I got the opportunity to lead multiple research efforts including the Usability Test of the redesigned page.
The Approach
Before the calls I met with the designer and developer to understand the intention of the redesign they were leading.
I conducted 7 User Interviews and then, after aligning with the Head of Sales and CEO on the big discoverability questions that the page raised, ran Usability Tests during the 3 remaining customer check-in calls.
Translating findings into product improvements
During the 10 calls our customers communicated several different workflows and jobs that they employed the original All Highlights Page for. After asynchronously reviewing the research observations the Engineering team felt like a few functional updates were key to supporting existing workflows and increasing feature discoverability. Getting to that point took some tactical communication:
Working with the CEO, I took my original report and made it more observation focused. Instead of starting with conclusions I walked the team through the observations I made (including many video clips from the Interviews and Usability Tests).
After some internal prioritization the page was launched with some key changes and additions including an inclusion/exclusion search and sort by tag frequency.
