Media Temple | Account MFA Experience
Customer Journey Mapping, Sitemap, User Research, Workflows, Wireframes
Personal Account MFA Experience
New security checks and shopping cart workflows needed to be implemented for Media Temple. Existing workflows and customer experiences were unclear and required completing primary research to understand customer pain points before offering a solution. The two(2) projects below illustrate the challenges, steps and delverables.
Client
Software Development team
Problem
After several requests from users, the team planned to build new additional security experience for accounts - multi-factor authentication
Challenge
The experience was new to the account ecosystem thus no information or metrics were available.
Actions
Customer Service calls and Customer Service agent interviews were used and processed to understand needs and customer experience. I met with product managers to list the initial requirements and ideal workflow of the new security feature. After doing some competitive research on the authentication process, I created high-fidelity wireframes and a Framerjs prototype. I then proceeded to get feedback from stakeholders, developers, and our users in testing sessions.
Deliverables
The following were created and shared with stakeholders to start the Phase 1 of the project planning.:
Workflow charts
Wireframes
Tools Used
Omnigraffle, Framerjs
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Client
Software Development team
Problem
After several requests from users, the team planned to build new additional security experience for accounts - multi-factor authentication
Challenge
The experience was new to the account ecosystem thus no information or metrics were available.
Actions
Customer Service calls and Customer Service agent interviews were used and processed to understand needs and customer experience. I met with product managers to list the initial requirements and ideal workflow of the new security feature. After doing some competitive research on the authentication process, I created high-fidelity wireframes and a Framerjs prototype. I then proceeded to get feedback from stakeholders, developers, and our users in testing sessions.
Deliverables
The following were created and shared with stakeholders to start the Phase 1 of the project planning.:
- Workflow charts
- Wireframes
Tools Used
Omnigraffle, Framerj
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Client
Marketing & Sales teams
Problem
Marketing & Sales teams requested improvements to the shopping cart experience on the website. Shopping Cart abandonment rates were high, inconsistencies with UI elements throughout each step of checkout workflow confused customers increasing customer service calls or lost salesChallengeTracking data was limited and couldn't clearly explain which steps caused friction for the customer.
Actions
Since quantitative information was limited, customer service agent interviews provided insight to the pain points customers had when making purchases and opening accounts. I also reviewed online chats and phone recordings to understand customer experiences and frustrations within the shopping cart.
Deliverables
To help identify the opportunities for improvement, I created:- journey map of a shopping experience- competitive analysis report of other e-commerce websites- wireframes and InVision prototypes for testing- user testing research plans Based on user testing results we were able to plan phases for improving the different areas for the shopping cart and checkout experience.
Tools Used
Omnigraffle, InVision