Goal
Improve the products user experience to increase the sales and renewal numbers by addressing the commonly-heard product loss feedback due to usability issues of an outdated system.
Challenge
When I was first introduced to the Accessibility Management Platform (AMP), it took me months to familiarize myself with the navigation, understand the user flow and functionality of an antiquated system that had tons of usability issues.
In order to prioritize all the issues with the current platform, I first meet with the internal Accessibility Services (AS) team that uses AMP on a daily basis, before reaching out to our clients to get their take on how they use AMP.
"I got 99 problems but AMP should NOT be one."
Discovery
As I began to uncover and resolve one UX issue, ten more would surface. Tons of user feedback began flooding into product support, ranging from not knowing how to navigate to an area in the platform, a lack of visually-striking reports that provide a useful overview of the state of an asset to bugs causing usability issues when reviewing an accessibility report.
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With help from the product team we needed to find a way to organize all our user feedback for both our internal team and our clients, so nothing slips between the cracks.
