An enterprise level SaaS solution for the telecom industry, focused on geographical planning, competition research, cost calculation, and equipment needs for building, updating, and exanding 5G and fiber optic coverage nationwide.
An Overview of Arrow
Here's a walkthrough of the legacy app as I inherited it.
I joined the company right as the product was going through a complete codebase rewrite from Angular to React. This allowed me the opportunity to redesign the product in lockstep with development. I was able to integrate user research and interviews in tandem with reworking the UI/UX, Design Library, and User Journeys.
Redesigning the User Experience
A persona-biased, reworking of the user journey, jobs to be done, and UI overhaul.
I spent months interfacing with our biggest clients to layout not only the top design changes, but to organize the user journey into a more intuitive, hands-off approach. The mail goal of the redesign was to allow a non Arrow user to hit the ground running, and ultimately be able to run/create a plan on their own without the standard "months" of onboarding that was currently required.
Starting with user research, interviews, and personas.
A complex product, built for a variety of uses.
Our largest Arrow clients were multi national telecom companies employing sometimes up to hundreds of users that worked day in and day out in the product. The use cases for each client were extremely unique, even though the product was essentially a single screen app that indiscriminately surfaced all functionality outside of any hierarchy of importance.
The goals of redesigning the controller were to reduce the cognitive load for the user, and to make the app much easier to hit the ground running with without the need of weeks of onboarding help.
By understanding the workflows for each persona, I was able to create a design pattern that only surfaced the necessary information and actions required for the specific job to be done. A cleaner design, with a much easier interface to understand.
A Smarter Onboarding Experience
To compliment the new controller, I designed onboarding modals that allowed the user to pre select the type of workflow they needed, allowing us to auto create the proper settings in the controller before a new plan was loaded.
Improving user experience
I implemented a third party tool called AppCues that allowed me to create instructional pop ups, feature release information, and overall guidance for the user.
This gave me the autonomy to improve the user experience without needing any dev support.
