In a recent project involving redesigning a mobile app for Arkana Labs, which provides lab results to physicians, User research revealed significant issues with load times and navigation, especially for physicians in low-bandwidth environments around the hospital. Despite the initial focus on adding new features, our team advocated for prioritizing performance improvements and presented data on how these issues affected users. As a result, we prioritized and implemented a homepage that presented all the core information a physician needs to perform their tasks. We also redesigned the navigation to be more intuitive and easy to use. This reduced customer support-related inquiries for the Arkana team and improved user satisfaction when using the app. These changes positively impacted patient care and were a stepping stone in enabling quicker and more reliable access to critical information.
In 2020, I worked on improving the user experience for NETGEAR’s Meural Digital Canvas, a wifi-enabled digital photo frame. Our user research revealed that while uploading photos was the most popular feature, it was also the most challenging for users to navigate. We identified several issues, including confusing use cases, broken flows, and inconsistent design elements across the web and app experiences. Based on these findings, I advocated for a complete redesign of the Upload page. This included integrating a photo picker component to streamline the upload process and reducing the number of confusing use cases. I also focused on improving button affordances by using distinct icons and clearer labels to guide users through their choices. By making these elements more intuitive and accessible, we created a more cohesive and user-friendly experience. As a result of these changes, customer content uploads to the cloud increased by 68%, showing a clear impact on both usability and engagement.
While working as a consultant on the UX design team for a cruise travel company, I had to make a case for certain changes to the user experience and/or user interface of our largely-internal web-based application. Often getting permission for user tests was the most difficult part, but once permission was granted, running moderated user tests provided great evidence for design decisions being able to directly increase workplace efficiency. When robust user research is part of the process of making an enterprise product, you can guarantee that there will increased user adoption and satisfaction, post-launch.
I once led a project where our user research revealed a significant issue with the checkout process for an e-commerce platform. Users reported frustration with the overly complex steps required to complete their purchase, which led to a high cart abandonment rate. Based on this feedback, I advocated for a streamlined, one-page checkout experience to reduce friction and improve the overall flow. Initially, there was resistance from stakeholders who were concerned about the potential impact on other business metrics. However, by presenting the data clearly—highlighting user pain points and the direct correlation with lost revenue—I was able to gain buy-in. After implementing the changes, we saw a 15% reduction in cart abandonment and an increase in completed transactions, validating the importance of user-centered design decisions. This experience reinforced the value of user research in driving impactful design improvements.
UX design is crucial in affiliate marketing as it directly influences landing page effectiveness, customer engagement, and revenue. As a Business Development Manager, advocating for design improvements based on user research is essential for enhancing performance metrics. In a past experience with a landing page for luxury travel packages, it was found high traffic but a low conversion rate of 1.5%, prompting further investigation through user research.
As a professional UX designer, I worked on one project where we designed an e-commerce checkout process. After conducting user research, we discovered that many users were abandoning their carts during the payment step due to confusion over multiple payment options being displayed in a cluttered manner. The data showed that this was a significant pain point, but some stakeholders were hesitant to simplify the options, fearing that fewer choices would lead to fewer conversions. I had to advocate strongly for redesigning the payment page to streamline the process. We prioritized the most popular payment methods, hid the others behind an “additional options” dropdown, and added clearer instructions. After the redesign, cart abandonment dropped by over 19%, and customer satisfaction surveys showed that the checkout process was now more intuitive and less stressful. The result proved that user research was invaluable, even when it went against initial assumptions.