Admin onboarding

My efforts reduced support costs and activation failures, which disrupted engineers. Customers benefited from improved user education, form validation, error messages, and clear actions to take.

Flow chart of the premium activation workflow starting with email with instructions and a link. Second step is filling out activation form. If successful head to app homepage which is the subject of the case study you are reading.

Tools: Adobe XD, Whimsical, user research
Client: ArcGIS Hub, Esri
My Role: User Interface Designer, 2019

My work on this project reduced activation failures and support costs with better instructions, form validation, and adding actions to the homepage and error messages.

Flow chart of the premium activation workflow starting with email with instructions and a link. Second step is filling out activation form. If successful head to app homepage which is the subject of the case study you are reading.

Tools: Adobe XD, Whimsical, user research
Client: ArcGIS Hub, Esri
My Role: User Interface Designer, 2019

Project overview

The problem

Admins had to follow specific instructions for a premium upgrade. If done out of order or left unfinished, 80% failed. Engineers had to help support tickets, delaying feature development.

Discovery & exploration

I first interviewed a recently activated customer to understand their pain points. I also requested a demo of the end-to-end process to see the problem for myself. Then, I brainstormed opportunities with my team.

What I helped deliver

Solution

We improved our emails to give clear activation instructions to administrators. We enhanced the activation process with improved helper text and validation. Users now land on a redesigned homepage with a welcome message or get an error message with new support contact information.

Outcome

A 50% reduction in overall support tickets related to activation and a decrease in severe support tickets that involved pulling in multiple developers.

My contributions

  • Conducted user research by facilitating and analyzing user feedback across two iterations. This involved interviewing a newly activated customer to identify workflow pain points and conducting preference testing on rapid iterations via Zoom.
  • Redesigned the admin overview page with user personas in mind. Newly activated customers require education and clear guidance on the actions they need to take. Meanwhile, existing customers benefit from integrated metrics that help them understand their work across the hub and a recent panel that allows them to quickly resume their tasks.
  • Recommended user education updates for in-app and email communication, which I further refined with my product area owner and our lead content writer to ensure clear communication at all key workflow steps.

Process case study

Email me for the password to access a deeper dive into:

  • problems
  • opportunities
  • first updates released
  • feedback and research
  • second updates released
  • my reflections
Open admin case study (new tab)
Before and after of ArcGIS Hub events on a colorful background. What used to be a cluttered and confusing interface is now streamlined and consistent.
Community events