I began by identifying key stakeholders, including Product Owners, SMEs, and Customer Success Managers. I conducted interviews and collected questions to uncover:

• Who our target users are
• Their pain points
• Their goals and expectations
• How they currently navigate the product

I also mapped out the user journey to find friction points that we could improve through design.

Next, I performed a heuristic evaluation of our existing experience and examined how competitors solve similar problems.

• Noted usability issues and inconsistencies

• Identified opportunities for improvement

• Created a SWOT analysis comparing our product with others in the space

This helped highlight both gaps in our current UX and potential differentiators we could leverage.

Using low-fidelity wireframes, I explored multiple layout and interaction patterns to solve the core usability issues.

• Created sketches and wireframes to test various flows

• Collaborated with the product team to evaluate feasibility and impact

• Narrowed down to a few strong design candidates

This phase allowed for rapid iteration without getting bogged down in visual details too early.

I developed interactive prototypes and tested them with a mix of:

• Internal users (Customer Success, Sales, POs)

• SMEs and stakeholders

• External users where possible

I gathered both qualitative feedback (what users say) and quantitative data (what users do) to validate assumptions and uncover usability issues.

Using insights from user testing, I refined the design with multiple iterations. This included:

• Adjusting layout and flows for better clarity

• Improving accessibility and consistency

Re-testing as needed to ensure the design met user expectations

To prepare for handoff, I clearly outlined the scope in three tiers:

• MVP: Core functionality required for launch

• Nice to Have: Features to include if time and resources permit

• Future Release: Ideas and enhancements with design assets ready for later implementation

This helped ensure alignment between design, development, and product planning.

Once development began, I actively participated in design QA by:

• Reviewing pull requests

• Testing the implemented feature from both a user and design perspective

• Checking for adherence to design specs, interaction consistency, and accessibility

If the design pattern introduced was new, I review the overall design and ask myself: “Are there other parts of the application where this pattern could be applied?” or “Was there a more effective way for users to interact with this UI element?” I firmly believe that continuous improvement and listening to the voice of the customer are key to creating a better user experience. ☺️