Role: UX, Wireframe, Prototype
Company: dataxu
I worked with the product team to design the customer help portal for users of the dataxu platform. The “dataxu Community” was designed to support the ongoing growth and success of dataxu’s platform users.
The existing customer help portal was outdated and in dire need of a form and function overhaul. We were faced with the decision to design from the ground up or use an out of the box solution.
The new help portal was ultimately designed from the ground up to ensure customers could get support quickly and easily. I worked with a product manager to define the requirements for the new community space. She performed extensive research to gather user requirements, while I worked on designing wireframes, mockups, and prototypes.
I laid out all possible components before designing wireframes. This allowed for rapid iteration and ensured all necessary components were included.
This initial sketch illustrates early assumptions that we should prioritize a contact button, search bar, and user guides.
I created numerous low-fidelity wireframes to communicate the hierarchy to stakeholders. I used generic symbols and limited color to speed up the process, and review high-level decisions early on.
I designed many mockups for review. Here's one featuring a large search bar, and simple lists for popular articles. I also started testing out a subtle pattern in the header to achieve a friendly, yet premium feel.
The team approved the homepage design and I switched focus onto user guides. I created this clickable prototype to demonstrate navigation and paint a clearer picture of the desired look and feel.
With all designs approved by key stakeholders, I prepared the deliverables for the development team. I included gridlines to ensure proper centering of elements to achieve balance and uniformity.
Here is the final design of the community support portal homepage which met core functionality at launch. The next phase of the project will be determined based on customer feedback.
The dataxu community was shipped to all users in June 2018. However, the process wasn't over at launch as we planned to gain feedback from users and continue to iterate and improve. The next major phase is to add in more "community" functionality such as community engagement and a leaderboard.
