CONFIDENTIAL, 2024
The problem
The company approached us because their team was struggling to use and present the quote builder MVP. They were looking for an evaluation and redesign of the product to make it easy to use not only for them but also for their customers, reducing support tickets and increasing customer retention.
Results
Implementing the new builder significantly streamlined the process of creating quote forms by empowering users to design and customize forms themselves. This resulted in a significant reduction in support tickets, allowing her team to focus on higher-priority tasks and strategic initiatives.
UX Audit
To kick-start our collaboration, the company requested a UX audit, which we delivered within 5 days after assessing the product as it was, to suggest the next steps and product versioning so they could prioritize quick changes before a full redesign. The first deliverable was a PDF report of our findings and recommendations.
Redesigning the product experience
We were challenged to deliver a redesign to improve the experience and create a new quote form, customization, and theme in two weeks.
Given the client's deadline, we decided to focus on designing an end-to-end experience. Instead of putting our design efforts into solving the UX pain points of each block setting of the builder, we took the time to deeply understand the logic applied to the layout and setting and create a standard pattern for block settings.
To create the Builder user experience and interface, we focused on standard interactions and best practices from similar products I had tested, such as Typeform, Jotform, Google Forms, and Heyform.
We aimed to provide a fresh look for the Builder interface, using the current framework used by the development team and suggesting a review of all block settings and content quality to help users focus on customizing and spend less time trying to understand and apply layout settings.
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