Account Management System
Problem
Covenant Eyes places a high priority on protecting user data and was updating code infrastructure to ensure security. At the same time, the Customer Service team had a goal to reduce contacts related to user account management such as update credit card, update email address, and reset password.
The executive team decided on two priorities
Updating My Account was a huge, high stakes project.
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My Role
I was one of two product designers on an agile development team. I coordinated and executed user experience activities: Requirements gathering; user research from foundational information architecture activities to final UI testing with users. I crafted interaction designs, UI designs, created prototypes to test and communicate design, and designed the final UI, influencing and influenced by my colleague's work on a design component library.
UX Disciplines: User Research, Information Architecture, Information Design, Interaction Design, Interface Design, Visual Design, Writing for UX.
Deliverables: Research documentation, Flow Charts, Wireframes, Prototypes and Final UI.
UX Tools: Sketching, Whiteboards, Confluence, Jira, Sketch, Adobe XD, Zeplin, Slack
Approach
Over two months (and while working on other projects), I conducted 8 foundational research activities with users. I also facilitated a design studio with the design team to ideate on meaningful labels for user accountability-centered interactions.
Covenant Eyes places a high priority on protecting user data and was updating code infrastructure to ensure security. At the same time, the Customer Service team had a goal to reduce contacts related to user account management such as update credit card, update email address, and reset password.
The executive team decided on two priorities
- Move My Account to a more secure code platform by a specific date.
- Update the information structure of My Account to measurably reduce Customer Service call volume within 3 months of deploying the move to the new platform.
Updating My Account was a huge, high stakes project.
.
My Role
I was one of two product designers on an agile development team. I coordinated and executed user experience activities: Requirements gathering; user research from foundational information architecture activities to final UI testing with users. I crafted interaction designs, UI designs, created prototypes to test and communicate design, and designed the final UI, influencing and influenced by my colleague's work on a design component library.
UX Disciplines: User Research, Information Architecture, Information Design, Interaction Design, Interface Design, Visual Design, Writing for UX.
Deliverables: Research documentation, Flow Charts, Wireframes, Prototypes and Final UI.
UX Tools: Sketching, Whiteboards, Confluence, Jira, Sketch, Adobe XD, Zeplin, Slack
Approach
Over two months (and while working on other projects), I conducted 8 foundational research activities with users. I also facilitated a design studio with the design team to ideate on meaningful labels for user accountability-centered interactions.
The list of foundational research for IA, IxD, and UI. This is a Confluence document. The title of each research activity is clickable and led to documentation for each piece of research including plans, findings, and recommendations.
After the information architecture and labels were established, I crafted interaction designs as flowcharts, collaborating with developers and stakeholders. The chart below is the highest level view. Each category has a detailed flowchart to explain interaction designs specific to that category.
This is a draw.io diagram inside of Confluence. Collaborative tools like Confluence and project management tools like Jira gave everyone open access to all documentation with the ability to comment, ask questions, and provide clarity.
After confirming the initial interaction designs, I sketched, collaborating with developers and designers, iterated, and conducted unmoderated testing of the UIs with users. Resulted in final UIs influenced by my colleague's simultaneous work on a design component library.
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Examples of sketches ideating on divergent UIs aligned with the user tested information architecture.
Results
Collaboratively produced responsive designs crafted in Sketch and utilizing the new design component library were uploaded to Zeplin for implementation. Design met all user goals and business goals.
Collaboratively produced responsive designs crafted in Sketch and utilizing the new design component library were uploaded to Zeplin for implementation. Design met all user goals and business goals.
Desktop
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Tablet
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Mobile - pink text is an example of a screen annotation for development
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Lessons Learned
The My Account project took about 1.5 years, from initial documentation to full release. The information architecture and interaction design revamp were critical to meeting the project goal to measurably reduce Customer Service call volume within 3 months of deployment.
User research was heavy on the front end, continued throughout the project, and concluded with traditional user interviews supporting the information architecture, interaction design, and UI design changes.
The My Account project required close collaboration between UX and developers across the company. A surprising result was the the breaking down of silos between UX, Customer Support, Development, QA, Marketing, and Accounting. The project was managed exceptionally well, allowing UX to research user needs, design ahead of development, document and deliver design intent.
