Strike Graph wanted to reduce the hand-holding required by their Customer Success team to help their users complete their required tasks and understand how to use the product.
ROLE
UX Researcher, Usability Testing, Observer + Note Taker, UX Designer
METHODS
Cognitive Walkthrough, Task Analysis, Contextual Inquiry, User Interviews, User Stories & Scenarios, Screen & User Flows, High Fidelity Wireframes, Interactive Prototyping, Design Systems
TOOLS
Figma, FigJam, Photoshop, GoogleSheets, GoogleDocs, Zoom, Pen & Paper
For business owners, compliance security sounds abstract and cryptic.
Strike Graph’s goal was to bridge the gap between business owners and their employees by using an AI-powered response engine to fill out security questionnaires that would create a detailed report with prioritized actionable recommendations.
onboarding and compliance education exist outside the app with dedicated customer service reps.
Strike Graph would like to reduce the hand-holding required by their Customer Success team to help their users complete their required tasks and understand how to use the product.
On average, Customer Success Managers would take about 1 month to onboard new users. Depending on the user’s schedule, ongoing training will continue to take place.
“ I have a hard time understanding what I’m suppose to do, and when I’m suppose to do it. ” - User
SOLUTIONS
CUSTOMIZATION
Users can select what they determine what is important to them.
PRODUCT TOUR
New users will receive a guided tour during their onboarding. This process helps lessen the hand-holding by the Customer Success Manager and displays helpful tips that the user selected during the set-up customization
TASK MANAGEMENT
The dashboard will display users’ favorite widgets for easy access and information.
Process
To understand the existing product, we reviewed Strike Graph’s brief along with conducting an internal cognitive walkthrough on primary tasks.
1
We participated in an onboarding demo where Strike Graph walked us through what a customer experiences.
2
We conducted three contextual inquiry sessions with current users. By affinity diagramming, we were able to determine the highest priority in user needs.
3
Low-fi sketches
Prototype
Evaluated the usability of an existing design using a set of pre-defined criteria.
Conducted research in order to understand pain points and opportunity areas.
Synthesized research findings to identify meaningful insights.
Visually presented design recommendations that support key goals.
Key Learnings
DEliverables
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