THE PROBLEM
Constant contact users struggled with understanding the structure and usability of the email editor
Editor structures are more easily understood with labels and controls on individual elements.
Editor structures are more easily understood with labels and controls on individual elements.
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As the Lead UX Designer, I led the research, design, and implementation phases, ensuring a user-centered approach throughout the project.
The redesign led to fewer support tickets, positive user feedback, and a 15% increase in task completion speed, resulting in higher email to send completion, improving activation.
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We conducted in-depth user interviews and observed numerous usability testing sessions to identify pain points. Users frequently expressed frustration with the cluttered interface, which made it challenging to find necessary tools and options quickly.
The drag-and-drop feature was another major pain point; users reported that it was often unpredictable and inconsistent, causing disruptions in their workflow and significantly slowing down the email creation process. These insights were critical in understanding the scope of the problem and informed our redesign strategy
The redesign reduced support tickets by 30% and increased task completion speed by 15%. User feedback was overwhelmingly positive, highlighting the enhanced usability and efficiency of the new interface. Through multiple rounds of usability testing, users reported a much smoother experience, appreciating the streamlined navigation and reliable drag-and-drop functionality.
The significant reduction in support tickets indicated that the redesign effectively addressed common user frustrations, while the improvement in task completion speed demonstrated the enhanced productivity. This project underscored the importance of iterative feedback and clear, intuitive design, reinforcing the value of user-centered approaches in product development.
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Effective communication and regular feedback loops ensured that everyone was aligned and that the design met both user needs and technical constraints. I learned the importance of flexibility in the design process, as well as the need to balance user feedback with practical implementation considerations. This project also highlighted the value of iterative testing and refinement, reinforcing that early and continuous user involvement is key to creating successful products.