A Leap in Account Manager Productivity
Company
Aduro, Health and Wellness
Product
A wellness platform, dedicated to crafting a unique digital-to-human experience, fostering authentic relationships that drive transformative choices.
The Client Center is a critical hub for Aduro, enabling internal teams and external clients to gauge and manage their employees' engagement in Aduro’s diverse programs and events.
Overview
Role
Lead Product Designer
Problem
Aduro’s Digital Evolution
Redesigning for Scalability
Transforming a MVP Chat into a Powerful Connection Tool
Data Visualization
Team
2 PMs, 6 DEVs, Client Services Team
Client Center was a mature product in Aduro's tech suite. As time went on, the original design’s user experience was falling short, and the platform wasn't scaling with Aduro’s expanding horizons.
I needed to refurbish the Client Center Homepage while preserving its core functionality. The direction from the product manager was to reimagine a landing page that could scale gracefully, binding the users in a unified platform experience.
Building Stakeholder Empathy
SWOT Analysis
I initiated a SWOT analysis workshop with account managers to identify key areas for improvement.
My objective was to capture diverse perspectives without bias towards immediate solutions, fostering stakeholder empathy and aligning with our user-centric approach.
I conducted a time-boxed activity where participants used sticky notes to pinpoint issues and opportunities, which we then collectively synthesized and prioritized.
This led to the ideation of a dynamic dashboard tailored to account manager needs, improving the homepage with actionable insights and a foundation for future data-driven enhancements.
Opportunity
How can I design a dynamic dashboard that allows Client Service team members to personalize and prioritize value-creating metrics?
V1 Prototype
Bringing Ideas to Life
The data collected from the initial research I performed led to design the first version of the dashboard. The low-fi prototype was tested with the Customer Service team.
V1.2 Prototype
Improving Usability Through Data-Driven Insights
After the first prototype test, I dove into a data-driven redesign with a clear objective: Enhance usability based on specific data collected from the previous prototype test.
The dash, once overwhelming, had been transformed into a model aiming for efficiency and focus.
These improvements were not just incremental changes; they were transformational steps in evolving the product to be as dynamic and capable as the professionals it serves."
North Star Goals
Ensuring business Goals are Met
I wanted to identify and better understand the clients business goals with our platform. My research was focused on the account managers' relationships and knowledge of client’s programs as a proxy and first step towards this goal.
Are the goals and metrics our clients expect to see effective in measuring the success of their program?
Understand the Aduro Account Manager's point of view around the goals of clients within the Aduro platform.
Understand why specific goals are important to clients.
Find the pain points of the client's experience with the goals set within the platform.
Bringing Business Aspirations to Life
The V3 prototype testing was a great for, refining the design based on real-world user interactions.
The insights gleaned were instrumental in shaping the final design, marking a significant stride towards an enhanced, user-friendly Client Center Homepage.
Discovering key K.P.I.s for the Client Services Team to track was a big win.
The Outcome
Soaring Engagement
After implementing the redesigned chat feature, Wavely saw a significant increase in both weekly active employers and talent. The platform not only met its yearly goal but exceeded it, showcasing the positive impact of the project on user engagement.
Retrospective and Conclusion
From Prototypes to Performance
The dashboard K.P.I.s were re-assessed and now reflected data collected from internal research. New easy to read graphs and charts were added to simplify the experience.
The homepage redesign was a great success in improving the productivity of Account Managers and helped them build stronger relationships with their customers.
Boosted Productivity 🚀
Account Managers instantly have access to the most important metrics right after login.
Added Business Value 💎
The redesign streamlined workflows and improved data accessibility, driving better business outcomes and enhancing user satisfaction.
Foundation for Growth 🌱
This redesign set the stage for future enhancements, supporting the expansion and integration of new features in Aduro’s product suite.
