Vention Inc. is an innovative organization positioned to revolutionize factory automation. Consequently, Vention offers high-value equipment tailored for forward-thinking businesses.

Ever pondered the necessity for customer care teams to repeatedly convey information? While this can prove tedious for representatives, the solution often lies in optimizing communication methods with customers.

Join me as we explore a foolproof solution designed to equip users with relevant information while also reclaiming valuable time for sales and customer representatives. This initiative enables them to redirect their efforts towards endeavors that deliver greater value to the company.

The goal was to centralize diverse contact forms and educational materials into a single platform, serving as a comprehensive hub for communication, contacts, and resources. This initiative aims to streamline access to information for customers and facilitate efficient communication with the business.

🔻 Current problems considered were:

The Vention website featured numerous contact pages tailored for specific scenarios, a practice that poses a risk and can potentially leave customers confused, leading to a negative impression.

The contact pages exhibited different UI designs, contributing to inconsistency across the website.

Visual coherence was lacking among the pages, further complicating user navigation and experience.

Similarly, the learning resource pages suffered from a lack of visual uniformity, hindering seamless user engagement and comprehension.

Centralize all dispersed contact pages from across the Vention website into a cohesive webpage hub, ensuring visual consistency and a seamless user experience for navigating the hub, completing a 'contact us' form, or accessing educational resource pages aimed at informing customers about various automation-related concepts.

Product Owner / Project Manager

Front-end developer

Product Design colleagues

Content writer

New and existing customers of Vention

Internal teams (sales teams)

Product Designer

User interview facilitator

Below are the steps undertaken to initiate the process of mapping out a solution path for this project:

Immersion in the current contact pages to firsthand experience the pain points that hindered users' comprehension.

Identifying subtleties and potential factors contributing to user confusion during page navigation.

Engaging in this process enables designers to empathize with users, a crucial step, particularly for this project, as it facilitated:

Exposure to the array of hosted contact pages.

Observation of the different visual appearances of each page.

Prompting introspection regarding the rationale behind this diversity.

Experiencing challenges in locating pertinent resource pages for learning.

Heightened awareness of user experience challenges prevalent across all pages.

I implemented several strategic approaches to develop a robust solution for this project, including:

Conducting benchmarking analyses of contact hub pages from other companies.

Contrasting the attributes of exemplary contact pages with those lacking in Vention's current setup.

Undertaking exploratory research to ascertain the most intuitive user experience flow, facilitating seamless navigation to either the contact form or educational resource pages.

Following the proposed solution approach, I developed a low-fidelity mockup for stakeholder presentation, enabling comprehensive review to ensure alignment with business requirements. Additionally, it provided stakeholders with an opportunity to expand the project scope if any oversights occurred during initial scoping.

Subsequent to this phase, I crafted a low-fidelity mockup for the contact form, which users will encounter upon selecting a contact-related link from the aforementioned contact page.

Following comprehensive reviews involving pertinent stakeholders, including the project manager, developers, and design colleagues, I advanced to the creation of a high-fidelity mockup for development.

Prior to this stage, I meticulously incorporated all feedback received, utilizing it as crucial guidance to enhance and refine the final design.

For users, this "Thank You" page serves as a reassuring confirmation that their message has been successfully submitted, offering peace of mind and a sense of acknowledgment. Consequently, this is beneficial for a business because it provides an opportunity to express gratitude, maintain engagement, and potentially guide users towards further interaction or conversions.

It is my pleasure to extend an invitation for you to delve into the live site and personally witness how the improvements provide concrete benefits to our customers, surpassing the capabilities of the previous webpage.

Visit the live site here below.

Through this project, we have successfully centralized all of Vention's contact pages under a unified umbrella, serving as a comprehensive hub for various communication purposes.

This initiative ensures consistency in the user experience regarding how users can contact Vention, eliminating confusion stemming from disparate visuals. Moreover, it seamlessly directs customers towards further learning opportunities within the Vention ecosystem.