Workshop Facilitation
Team Management
Export Development Canada Product Page
Export Development Canada hired our team to help them reimagine their product pages in 6 weeks. I oversaw the program lifecycle, including program design, stakeholder coordination, and coaching designers.
How might we provide better self-serve options for small businesses?
The customer service team was spending too much time on small businesses, which weren’t their primary target audience. A significant number of incoming calls were from this segment. To optimize customer service hours, we needed to implement more self-service solutions for small businesses.
How might we provide better self-serve options for small businesses?
The customer service team was spending too much time on small businesses, which weren’t their primary target audience. A significant number of incoming calls were from this segment. To optimize customer service hours, we needed to implement more self-service solutions for small businesses.
How might we provide better self-serve options for small businesses?
The customer service team was spending too much time on small businesses, which weren’t their primary target audience. A significant number of incoming calls were from this segment. To optimize customer service hours, we needed to implement more self-service solutions for small businesses.
How might we provide better self-serve options for small businesses?
The customer service team was spending too much time on small businesses, which weren’t their primary target audience. A significant number of incoming calls were from this segment. To optimize customer service hours, we needed to implement more self-service solutions for small businesses.
The Process
The 6 weeks were broken down into the following phases:
Empathize & Learn
We conducted a website audit and interviewed 24 stakeholders to identify opportunities for enhancing the user experience.
Define & Focus
We targeted self-service improvements for the medium business segment by analyzing client personas, pinpointing specific needs, and mapping out user journeys to illustrate how these needs would be addressed through the website.
Ideate & Wireframe
We held collaborative brainstorming sessions, drawing inspiration from similar challenges faced by companies like BDC, WealthSimple, TD, BMO, and CIBC, to explore potential solutions.
The Process
The 6 weeks were broken down into the following phases:
Empathize & Learn
We conducted a website audit and interviewed 24 stakeholders to identify opportunities for enhancing the user experience.
Define & Focus
We targeted self-service improvements for the medium business segment by analyzing client personas, pinpointing specific needs, and mapping out user journeys to illustrate how these needs would be addressed through the website.
Ideate & Wireframe
We held collaborative brainstorming sessions, drawing inspiration from similar challenges faced by companies like BDC, WealthSimple, TD, BMO, and CIBC, to explore potential solutions.
The Process
The 6 weeks were broken down into the following phases:
Empathize & Learn
We conducted a website audit and interviewed 24 stakeholders to identify opportunities for enhancing the user experience.
Define & Focus
We targeted self-service improvements for the medium business segment by analyzing client personas, pinpointing specific needs, and mapping out user journeys to illustrate how these needs would be addressed through the website.
Ideate & Wireframe
We held collaborative brainstorming sessions, drawing inspiration from similar challenges faced by companies like BDC, WealthSimple, TD, BMO, and CIBC, to explore potential solutions.
The Process
The 6 weeks were broken down into the following phases:
Empathize & Learn
We conducted a website audit and interviewed 24 stakeholders to identify opportunities for enhancing the user experience.
Define & Focus
We targeted self-service improvements for the medium business segment by analyzing client personas, pinpointing specific needs, and mapping out user journeys to illustrate how these needs would be addressed through the website.
Ideate & Wireframe
We held collaborative brainstorming sessions, drawing inspiration from similar challenges faced by companies like BDC, WealthSimple, TD, BMO, and CIBC, to explore potential solutions.
Key Findings & Opportunities
Product ambiguity
Opportunity: Speak in the language of the customer
Lack of transparency
Opportunity: Provide more information on product eligibility criteria
Unclear next steps
Opportunity: Include a consistent and clear next step with information on next steps
Difficulty finding relevant information
Opportunity: Add crossing linking to supporting information
Lack of self-service features
Opportunity: Small businesses were missing self-service features that could help them assess their own eligibility without contacting the customer service team
Inconsistent module use
Opportunity: Use components consistently
Hand-off Documentation
The 30-page handoff document detailed the user needs for each template, provided component rationales, and explained all interactions. The next step is to test these designs with real content to ensure the UI effectively supports the content, helping users understand the product and determine their eligibility.
Hand-off Documentation
The 30-page handoff document detailed the user needs for each template, provided component rationales, and explained all interactions. The next step is to test these designs with real content to ensure the UI effectively supports the content, helping users understand the product and determine their eligibility.
Hand-off Documentation
The 30-page handoff document detailed the user needs for each template, provided component rationales, and explained all interactions. The next step is to test these designs with real content to ensure the UI effectively supports the content, helping users understand the product and determine their eligibility.
Hand-off Documentation
The 30-page handoff document detailed the user needs for each template, provided component rationales, and explained all interactions. The next step is to test these designs with real content to ensure the UI effectively supports the content, helping users understand the product and determine their eligibility.