Role: Creative Director
Problem
YP Contact, a customer management platform, sought to modernize its interface to enhance usability for small and medium-sized businesses while addressing feedback about navigation inefficiencies and outdated workflows.
Solution
Led the redesign of YP Contact’s customer management interface, improving user engagement by 30% and reducing customer support call times by 15%.
Process
Conducted usability testing with a diverse user base to identify key pain points, such as inefficient navigation and poor task flow clarity.
Designed and implemented a new, responsive interface with a focus on simplifying frequently used features.
Integrated real-time feedback mechanisms to allow users to report issues directly, streamlining updates and support.
Impact
20%
Increased user engagement due to the intuitive and modernized interface.
15%
Reduced customer support call times as users were able to resolve common issues independently.
Reflection
This project reinforced the importance of aligning design with user workflows and the value of incorporating feedback loops for continuous improvement.