My role
Design lead
Product design
Information architecture
User research
Market analysis
In collaboration with
Product owner
SMEs
Visual designers
CX Connect Home Page Feed for New Users
We began the process with research to find out what potential users are looking for in a CX community and market analysis to see what others in the space were doing.
From this research, we distilled a list of potential features and prioritized them to determine what would be included in the initial launch.
Snippet from Features List and Market Analysis
Early Concept Drawing
I started early concepts of the application with hand drawings, moving to low fidelity wireframes in Sketch as we moved from ideation to design.
We reviewed our ideas with the product owner and SMEs and made updates as we gained better understanding and gathered additional information. With each iteration of the design, we were also increasing the fidelity.
Once we had consensus amongst the stakeholders, I worked with visual designers to "skin" the design, applying the typography, colors, and graphics to bring it to high fidelity.
One of the things users wanted was a platform that would allow them to connect with other individuals, not just as part of a group or as content publisher to content consumer. We designed the app around this desire. Besides allowing users to find and follow thought leaders and read their content and contributions, they would be able to connect one-on-one with thought leaders and others in the community with the messaging and virtual room features.
Thought Leader User Profile
Adding In-line Feedback for Content
The default simple search would allow users to view content across all CX communities and topics. A robust set of filters would provide a method to quickly filter and narrow the results by people, topics, or groups. We found this to be a preferable user experience to using the advanced search and improved the search feature overall even for power users.
Combined Search Results