Role: UX/UI Designer, UX strategist
Context:
In our continuous efforts to improve customer experience, Core Web Vitals score (CWV) and Customer Satisfaction (CSAT) score. The team put in tremendous efforts to launch a major feature enhancement on the Driver details page. For context, the Driver details page provides comprehensive information about a driver including its version number, release date, etc., accessible to the the public (via Google searches too) and allows customers to make an educated decision in order to download it.
Please note this was the MOST DENSE requirement and scenario mapping work, I've ever done
Key achievements from the Team:
• Identified and established several use cases that could be impacted such as – With OS context, without OS context, with product context, without product context, etc
• The team ensured the meticulous implementation of the stories with no Sev 1 or Sev 2 defects
• Ensured that the CWV (Core Web Vitals) standards are met with the improved UX
• Enhanced backend system to establish the right drivers for the customer and show appropriate message when drivers are not available
• Redesigned and simplified the entire architecture of the details page to recommend the right driver without impacting TTI (Time To Interact)
• Implemented micro survey and required analytics to track the customer journey
• The newly redesigned page is showing 200bps higher CSAT than the older version of the same page
• Additionally, exits and bounces are lower on the new page indicating people are finding it easier to read description and download drivers that they are looking for
•Achieving 100% CI/CD score for drivers web
In our continuous efforts to improve customer experience, Core Web Vitals score (CWV) and Customer Satisfaction (CSAT) score. The team put in tremendous efforts to launch a major feature enhancement on the Driver details page. For context, the Driver details page provides comprehensive information about a driver including its version number, release date, etc., accessible to the the public (via Google searches too) and allows customers to make an educated decision in order to download it.
Please note this was the MOST DENSE requirement and scenario mapping work, I've ever done
Key achievements from the Team:
• Identified and established several use cases that could be impacted such as – With OS context, without OS context, with product context, without product context, etc
• The team ensured the meticulous implementation of the stories with no Sev 1 or Sev 2 defects
• Ensured that the CWV (Core Web Vitals) standards are met with the improved UX
• Enhanced backend system to establish the right drivers for the customer and show appropriate message when drivers are not available
• Redesigned and simplified the entire architecture of the details page to recommend the right driver without impacting TTI (Time To Interact)
• Implemented micro survey and required analytics to track the customer journey
• The newly redesigned page is showing 200bps higher CSAT than the older version of the same page
• Additionally, exits and bounces are lower on the new page indicating people are finding it easier to read description and download drivers that they are looking for
•Achieving 100% CI/CD score for drivers web
Discovery
Problems:
Driver details page: 30% of time, users come from SEO/bookmarks. Users that come from ‘known sources’ are linking from other internal pages. However, for the unknown sources, we have lower CSAT due to not being able to tailor content via insight to data ("authentication" aka having logged in and "tagging" having entered Product ID number to specified device)
Primary Objective:
To get users to the latest driver while improving the CWV and CSAT score.
Driver details page: 30% of time, users come from SEO/bookmarks. Users that come from ‘known sources’ are linking from other internal pages. However, for the unknown sources, we have lower CSAT due to not being able to tailor content via insight to data ("authentication" aka having logged in and "tagging" having entered Product ID number to specified device)
Primary Objective:
To get users to the latest driver while improving the CWV and CSAT score.
The launch included identifying different complex scenarios that customers use to land on the details page. With the launch of this feature, customers will be now able to download appropriate drivers efficiently and in fewer steps (reducing extra clicks), thus improving the overall CSAT.
The 3 main requirements the Business wanted to achieve
- Pre design sprint kick off-
- Pre design sprint kick off-
USES CASES AND REQUIREMENTS
-identified in ux+Product led design sprint kick off-
-identified in ux+Product led design sprint kick off-
USE CASE 1: Known source: most likely that user is already coming on latest version and we already have product info because they came from the list page. If user visits detail page for older version, if from a known source, we don’t bug them about choosing the latest version because we assume that is the driver version they want.
USE CASE 2: Driver details – from a known source (Includes Product information, Operating system) – Service Tag is not known
USE CASE 3: Driver details - latest version (Includes Product information, Operating system & Service Tag). Includes Progress indicator that checks for latest version is shown, Confirmation regarding latest version is loaded after the indicator, This is the ideal scenario, “happy path”
USE CASE 2: User visits without context (we only have driver ID). How do we take user to latest driver? e.g. click here to visit latest version. We don’t have product information so that’s the first thing we need. With new changes - use SupportAssist to show THIS PC and RVP and ST entry box.
USE CASE 4: Driver details - older version (Includes Product information, Operating system & Service Tag) Includes Progress indicator checking for latest version and Latest version found where User can download older or go to the latest version to download
USE CASE 5: Driver details - latest version (Includes Product information & Operating system) – Service Tag is not known. Includes Progress indicator checking or latest version, Display Service Tag input (ie If User choses to ignore the service tag input, they will be met with two potential options to prompt for this after presenting a recommendation, If User enters Service Tag but driver is not compatible with the tag then an Incompatibility error message is shown as in production and If User enters Service Tag then they will experience Progress indicator checking for latest version and confirmation regarding latest version)
USER CASE 6: Driver details - older version (Includes Product information & Operating system) – Service Tag is not known. Includes Progress indicator checking or latest version and Display Service Tag input (ie If User choses to ignore the service tag input they will be met with two potential options to prompt for this after presenting a recommendation and If User enters Service Tag but driver is not compatible with the tag then an Incompatibility error message is shown as in production and if user enters Service Tag then they will experience Progress indicator checking for latest version and confirmation regarding latest version)
USE CASE 7: Driver details (driver ID, but we don’t have a product, O.S., and ST). Need to check that the driver is compatible to their system, need to get system info first. Follows same flow as Use Cases 5C and 6C, need to run identify This PC and prompt for service tag to be able to generate a recommendation
REQUIREMENT: Must include View important Information, one available download text link expands “important information” accordion at the bottom of the page. If only one available download, “Available Downloads” section removed
USE CASE 8: Driver details - demoted but a latest version (successor) is available
a. Have: Product Model, OS, and/or ST. Action: Text link to redirect to the latest version of this driver (can do this only if we have Product, OS, and/or ST)
b. Don’t have product model, os, and/or ST. Action: Need to prompt for their product model, os, and/or ST before being able to redirect
a. Have: Product Model, OS, and/or ST. Action: Text link to redirect to the latest version of this driver (can do this only if we have Product, OS, and/or ST)
b. Don’t have product model, os, and/or ST. Action: Need to prompt for their product model, os, and/or ST before being able to redirect
USE CASE 9: Driver details - demoted driver, no new version available. Action: text link redirect to Drivers and Downloads page
USE CASE 10: Driver details - for drivers that could be available elsewhere and maybe be newer. Action: Add banner with verbiage explaining Dell doesn't have the latest version available online, but it's the latest version on our site
USE CASE 11: Driver details - When the OS is incompatible - in 2 flows (after scan and after selecting OS). Action: Add error state and search box
PROJECT USES CASES AND REQUIREMENTS - Image view
Research
Info on Google Core Web Vitals
Conclusion: Needed to make the embedded authentication component on the Drivers Detail page more static and consistent in sizing (little reshaping and responsive resizing) so that Google may read and scan the content.
Competitive Analysis
delivered Design
User research testing
This widget and component was an existing element to our Design Library and Dell Support Services IT experience, therefore, no new testing was needed. I leveraged all existing testing reports from it's original design inception - when it was applied to the Dell IT Homepage. The majority of the work involved design tweaks and rearrangement in the formatting to meet the new dimensions of the page and also applying all the nuances for each variation, user case and requirement.
RESULTS AND ACHIEVEMENTS
• Identified and established several use cases that could be impacted such as – With OS context, without OS context, with product context, without product context, etc
• The team ensured the meticulous implementation of the stories with no Sev 1 or Sev 2 defects
• Ensured that the CWV (Core Web Vitals) standards are met with the improved UX
• Enhanced backend system to establish the right drivers for the customer and show appropriate message when drivers are not available
• Redesigned and simplified the entire architecture of the details page to recommend the right driver without impacting TTI (Time To Interact)
• Implemented micro survey and required analytics to track the customer journey
• The newly redesigned page is showing 200bps higher CSAT than the older version of the same page
• Additionally, exits and bounces are lower on the new page indicating people are finding it easier to read description and download drivers that they are looking for.
• Achieving 100% CI/CD score for drivers web
• The team ensured the meticulous implementation of the stories with no Sev 1 or Sev 2 defects
• Ensured that the CWV (Core Web Vitals) standards are met with the improved UX
• Enhanced backend system to establish the right drivers for the customer and show appropriate message when drivers are not available
• Redesigned and simplified the entire architecture of the details page to recommend the right driver without impacting TTI (Time To Interact)
• Implemented micro survey and required analytics to track the customer journey
• The newly redesigned page is showing 200bps higher CSAT than the older version of the same page
• Additionally, exits and bounces are lower on the new page indicating people are finding it easier to read description and download drivers that they are looking for.
• Achieving 100% CI/CD score for drivers web
Company wide shout out from IT VP