Employer
Intelex Technologies
Date
2019-2020
Role
UX Designer
Website
The goal
Our goal was to deprecate and find new ways to support document import
control process. The previous process was unsustainable and was on an outdated
version of the platform, where two projects had been Frankenstein-ed together.
This combination facilitated the import of documents, but it was not efficient
and had proven to be a challenge. Therefore, we decided to replace the old
process with a new and improved one. We worked actively on developing a
new system that would make the entire process more streamlined and efficient.
Our team committed to ensuring that the new process would be easy to use,
reliable, and would provide the necessary support for importing documents
and metadata.
Empathize
Unfortunately, new clients who use the product with or without any Customer Success support have reported that it takes up to six months to complete file and data uploads
into Intelex.
This lengthy onboarding process creates significant challenges for new clients who are eager to start using the solution and derive meaningful value from it. It also leads to unbillable hours piling up due to the customer support needed for clients who are unable to get their documents into the system based on a product they just purchased.
Empathize
Problem 1
Getting Documents, Files and preparing client data and documents to uppload into the Intelex platform would take weeks and in some cases months (up to 6 months time at its worst)
Therefore:
Time to value for clients takes way too long
Empathize
Problem 2
Unbillable hours piling up due to the customer support team agents needed for clients who are unable to get their documents into the system easily.
A lot of back and forth from CST & Clients which adds to the delay to value on based on a product they just purchased.
Therefore:
Current state
too expensive for the business to sustain
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Understand
Capturing the voice of our customers
Our UX Research Lead Vicky led the research effort while I focused on root cause analysis. Vicky conducted extensive research on the onboarding process and identified key areas where inefficiencies could be improved. We also worked closely with the development team to create a user-friendly platform that streamlines the onboarding process and provides clear instructions and guidance to client staff.
Framer 2023
Amsterdam