UX Product Designer
EnhancinG Support Software to Drive Productivity
the customer.
Promethean, a leader in edtech, had outdated customer support software impacting its functionality and limiting staff productivity.
the problem.
A full UI refresh and functional overhaul were needed to modernize the platform and enhance the user experience.
Previous software, Org Request table.
my role.
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Conduct user interviews and research
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Develop new personas
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Lead design for 2 major areas​
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Lead communication with developers and PMs
Previous software, Starting a Masquerade session.
Limited functionality and missing features hindered staff.
Researching users and developing personas.
Breaking things down to understand how to build them up better.
new ui and design system overhaul.
Side-by-side of previous and redesigned versions of Org request detail page
Side-by-side of previous and redesigned versions of Masquerade session start
the outcome.
The redesigned software achieved 100% adoption and received positive feedback from the internal support team, greatly impacting the global customer support experience and improving productivity.
Redesigned and revamped Org Request process
Redesigned and revamped Masquerade session start and details