GoDaddy launched a new product, WP Premium Support, to its customers who need WordPress support for their site(s). WPPS is a subscription service that allows customers to request tasks on their sites via a web interface and monitor the statuses of tasks on their dashboard.
I started this project with the team by outlining a project heuristic. We defined the problem space, who we believed the customer to be, metrics for success, etc.
No specific customer data existed so user research was essential. We conducted 30 phone interviews with GoDaddy customers currently using the service by calling Customer Care. I worked with the PM to outline a set of questions we would ask each customer in order to gain the appropriate information to identify a customer persona. In a few of the video calls or in-person interviews, we also performed prototype walkthroughs to gather feedback.
I created design mocks and a prototype for testing using Sketch and InVision. For quick testing, I used UsabilityHub's navigation test to test potential alternative flows. For a thorough test of the entire experience from activation to using the product dashboard, moderated usability tests were conducted by the UX Research team. We worked closely with UX Research to select the appropriate users and ask the right questions/tasks.
Based off the findings from the moderated usability tests, we performed a heuristic evaluation to categorize the problems, assigned a severity rating to each, and then created and prioritized engineering tasks accordingly.
In addition to collecting the data for informed designs, I worked on the frontend code to match my design mocks. My responsibilities included ensuring all components are responsive and optimized for all screen sizes, and that interactions between the user and the interface are logical and intuitive. To address the latter, I included functional animations where appropriate to guide the user through the experience.
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