Our Design Team was given a brief from Crownpeak, a Digital Experience company that specializes in helping Multinational corporations Stay Globally accessible and compliant.
UX / UI, IA, Project Management,
3 week 150+ hr Client Project
G Suite, Figma, Miro, Trello
Quentin Lee, Sean Troup, Maxwell Freeborn, Christian Morantus
Crownpeak challenged our team to update the styling tool that their clients use to edit the digital privacy notifications among their multiple websites. Not only would we need to get up to speed on SaaS, Best practices, but also the world of digital governance.
Understanding & aligning with the stakeholders was the beginning middle & end of the process. It was imperative to understand major blockers, and important criteria otherwise all visual design work would be wasted.
Before the first Kickoff meeting I needed to have a firm understanding of what other industry leaders were doing to solve styling challanges.
This pre kickoff research included an indepth study of what our current styling process looked like.
With that anaylsis in hand i was able to go into a kickoff and get clarification on key limitations, expectations, and assumptions.
That kickoff lead to the creation in depth "how might we" questions
Eventually we took our specific questions and scenerios as visualized in persons and have Ideated several "pie in the sky" solution
The result of the ideation session was 8+ different ideas we could test and syntesis for a best MVP
2 distinct problems
The Research Process
With a clear understanding of the problem we began conducting surveys, meeting with clients and product experts, and finally testing prototypes on potential clients. Our goal in this research phase was to confirm those assumptions, as will as to understand what feature from the ideation session resonated best with users.
We spoke with the customer success managers, technical service managers, and developers associated with the project. They could speak directly to the history of the product as well as the problems they most often had to solve. These SME's would be able to clarify, and add specifics and metrics to our assumptions.
The feedback led to 2 major takeaways
An overwhelming amount of complaints revolve around inconsistencies between the preview and the final result
fixing one thing broke other aspects of the site.
We had the privilege of meeting with 3 different clients 2 of whom would be considered "super users". We wanted to know exactly what situations they used the product and their major pain points. This info would help us determine which of the potential solutions were most important.
After walking through the customers' previous experience we discovered 2 additional points.
The challenges our customers faced were even more drastic than our assumptions suggested
Having different viewing options was even more important than we initially understood.
The Orignal version struggled because not only did it "feel" old, it was very challenging and time consuming for users to make changes among multiple websites at once.
Solutions & Iterations
some of the early iterations aimed ot solve the problem of mass changes by having a set up wizard or something. From our initial research, we fashioned several potential solutions and sought to test whether they were understandable, used & useful, and most importantly whether our clients could have a faster and more enjoyable experience using this " new" solution.
Changes During Testing
They loved the design specifically the ability to customize without using the code.
I rushed to High Fidelity, and it cost me 10+ hours!
The final solution though still full of questions answered the question of solving for marketing by having a simple point and click change, focused on one panel, with an advanced global change
The Real Solution
The actual gold I brought to Crownpeak was not in designing a great solution but in bringing all the stakeholders around a common problem. The most impactful next step would be something non-design-related, and it was my responsibility to be an advocate for that solution as it would best serve everyone.
I'm incredibly grateful for the opportunity to learn through this project and hope to continue to build my skill set. LPZ differently presented some unique challenges, and opportunities to grow.
An extra treat
The story is actually even deeper than this one case study, 3 collages and I worked on the project for 3 weeks as consultants and came to surprising revelations.