** These are some of the exciting projects that I got to work on in the past year or so while working at Vertic. In the time of putting together my portfolio, these sites were in mid-development, so I had to cover-up the branding with mock logos and content, but the information on the companies are completely factual.
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hyster-yale group
A publicly trade company who for over 80 years has been designing, engineering, manufacturing, selling, and servicing materials handling equipment and trucks. The Company offers equipment for both indoor and outdoor applications. Their reported revenue for 2018 was $3.2 billion. We built and designed a highly functioning and easy to use MVP customer portal.
What I did:
Lead UI / Visual Design
Team:
UX Team - Stacey Wu / Anna Deu / Tawona Chimimba
Strategy Team - Sandra Mai Pho Tu / Joycelyn Chen / Jackson Liang / Johannes Hultquist
Year:
2019
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Project Objectives:
Usage - Improve stakeholder communications, leading stakeholders to the portal to get more information.
Engagement - Digitalize request and information transfer between the company and stakeholders.
Customer Satisfaction - Increase the stakeholder net promoter score.
Problems:
Poor Search Functionality - Finding information through search doesn’t populate the proper results. Users can currently find what they need, but it takes some time.
Device Agnostic Experience - Even though the majority of portal usage is done on desktop, a tablet and mobile experience is essential. Most off-site tasks are done on smaller devices.
Opportunities for Added Value - Lack of organization in content management and portal usability inhibits further exploration; this negative impact doesn’t allow the users to completely gain and achieve their intended goal.
Solution:
Build an easy-to-use portal that will seamlessly translate into multiple devices, provide a user-centric navigation and increase stakeholder satisfaction. This will give the company an opportunity to communicate its content and create an opportunity for added value.
How'd We Get There:
Interview Key Stakeholders - The strategy team conducted a series of interviews remotely to gather deeper dealer (users) insights.
Defining Personas - Based on similar behavioral patterns, the team clustered key needs into four high level stakeholder personas:
• Truck Sales - They are Sales Managers, Truck Salespeople, and Account managers. They should successfully engage customers throughout the buying process by providing the information, applications, content, and tools to help them sell more effectively.
• Part Sales - They are Part Managers, Commercial Aftermarket Teams, and Store's Personnel. Using the similar tools as truck sales teams, they'd also need more specific details on the parts/products which is needed to place the orders.
• Marketing - They are Marketing Managers, Brand Specialists, and Designers. The portal should enable the marketing teams to effectively work with sales and drive quality leads.
• Service & Warranty - They are Service Technicians, Customer Support, and Warranty Managers. Their focus is servicing and resolving customers' inquiries and product problems; some work off-site in which they'll access the portal through tablet or mobile.
Defining User Flows - Based off the personas, UX and strategy were able to define the step by step path the users will follow through to achieve their goals. It gave visibility to what areas we can optimize the user experience, which also drove our design decisions.
DESIGN SYSTEM:
Like the other projects that I worked on at Vertic, I approached this project with the Atomic Design Methodology in mind. For one of the main problems that the current portal had, multiple device experiences, the system that was implemented helped produce a seamless implementation. I was able to translate UX's wireframed modules into a fluid design. The development team then took our designs and created building blocks for the content creators to construct the pages as needed. You can see a quick workflow video of how easy it was for us to build out sample templates with the modules. This not only presented a fluid system but increased our workflow tremendously.
TAKEAWAYS:
After working on multiple projects we were able to refine our process and approach to building systems. By developing this portal in-house, I was able to collaborate more with development and created more tailored rules and guides for our system; working with specific spacing rules between modules and placement of elements created a better experience.