Goal was to find the end to end journey of Virtual Topology System (VTS) and what is working well, what is not working so well. Customer Journey mapping was done over a period of three weeks. Subject matter experts from Technical Marketing Engineering (TMEs), Advanced Services (AS), Accounts, Solutions participated in this exercise.
I partnered with a UX researcher on this project and another designer helped in sketch noting this activity. The findings from this project were presented to the VTS product team all hands, stakeholders meeting and several pain points were later prioritized in the sprint cycle.
These are the snippets from the IA workshop conducted by the design team. The goal was to optimize the current IA. We evaluated different POVs starting from task-oriented, theme-oriented, based on recurrence etc. SMEs from different customer facing departments participated in this exercise. The proposal was made and presented to the product team.
This exercise was done by me and a fellow teammate. The goal was to capture the end to end customer journey after an order has been placed on eBay. We tried to capture the journey and map it against the key objectives of Trust, Fairness, Tracking, and Loss.
This was presented to the Post Transaction Business Unit and few of the pain points were later converted to fixes/enhancements.
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Design Research