MyZOLEO Customer Portal redesign

The ZOLEO Customer Portal (CS Portal) was struggling to keep pace with its growing user base and their evolving needs. The MyZOLEO 2.0 project aimed to completely revamp the portal, prioritizing user experience (UX) to increase user satisfaction and decrease reliance on customer support.

Outdated platform with limited functionality and poor UX.

Users encountering pain points that led to frustration and required frequent customer support.

Lack of scalability to accommodate a growing user base.

Modernize the platform with up-to-date technologies for a user-friendly and visually appealing experience.

Improve UX by addressing user pain points and focusing on intuitiveness, efficiency, and ease of use.

Empower users to manage their accounts and access information independently, reducing the burden on customer support.

Product Design Intern: I brainstormed functionalities for the Contact Management flow, participated in identifying workflow engine (WFE) limitations, and ensured my designs were compatible.

Product Designer (Contractor): I designed the entire post-activation checkout summary and payment flow, navigated WFE limitations, conducted usability testing and incorporated user feedback, and introduced a collapse/expand system to improve the checkout experience.

Improved User Experience: The revamped portal offers a significantly enhanced UX, making it easier to navigate and use. Internal testing indicates a 45% reduction in issues, questions, and support requests.

Reduced Customer Support Burden: Early data suggests improved user independence in areas like activations and device management. Beta testing is scheduled for Q2 2024.

Increased Scalability: The new platform utilizes Prismic, a headless CMS, to accommodate a larger user base and adapt to future needs. This allows for 75% faster business scalability due to reduced development effort and maintenance.

This project provided valuable experience in:

Developing user-centric designs through user needs prioritization and usability testing.

Addressing technical limitations by collaborating with engineers and finding creative solutions.

Managing projects independently, meeting deadlines, and making design decisions.