INFORMATION ARCHITECTURE: DEVELOPING A MEDIA PORTAL
TREE TESTINGUNMODERATED INTERVIEWS
1 min read
With the rapid growth of cloud services, an American Network Solutions Manufacturer saw a massive uptick in hardware sales. Unfortunately, several customer complaints expressing dissatisfaction with the sales and customer support departments diminished their success. They hired a small consultancy in San Francisco to uncover customers’ pain points and test several digital solutions. I was part of the core team as lead user researcher and concept designer.
I led multiple rounds of research. First, to understand the buyers' mindset and journey. Second, to test and continuously validate solution ideas. My biggest revelation during discovery was that with the introduction of cloud services, the needs of hardware buyers around the world evolved from simple “router update” requests to complex “infrastructure changes” and rapid “database center scaling”. The old website and support content did not reflect this major shift in the industry and made it difficult for buyers to identify solutions to purchase.
Keep reading below to see how we redesigned the existing website menu to reflect buyers’ updated needs and paved the way for a customer support media portal and a self-serve marketplace. I validated major design rounds through user testing providing further proof of the quality and thoughtfulness behind the work.
