ZOLEO Customer Portal Redesign Context
Project Overview
Project: Customer Portal Redesign & UX Tracker
Platform: Web
Tools: Figma, Atlassian suite, Prismic, Airtable, Zendesk, Almanac
Career Progression
2022: UX Design Intern
Early 2023: Promoted to Senior Designer, sole designer for major project
Context
ZOLEO, a global messaging solutions provider, experienced 200%+ user growth (2020-2022), reaching 80,000+ users worldwide. This rapid expansion necessitated a comprehensive redesign of their MyZOLEO customer portal.
Challenge
Redesign the customer portal to:
Accommodate explosive growth
Simplify complex processes
Lay groundwork for future feature integration
Key Responsibilities & Achievements
End-to-end redesign leadership: Managed entire process from concept to implementation as sole designer
Data-driven, user-centric approach: Analyzed 10,000+ support tickets to inform design decisions
UX optimization: Streamlined complex user flows, enhancing experience and reducing support ticket volume
Design system development: Created and maintained a tokenized system for platform-wide consistency
Feature innovation: Conceptualized and designed new features to meet evolving user needs
Cross-functional collaboration: Worked closely with stakeholders, developers, and support teams
Strategic content planning: Developed Content Map for smooth product rollout and user adoption
Impact
Demonstrated value of user-centered design, leading to rapid career advancement
Significantly improved user satisfaction and reduced support tickets (metrics available)
Established flexible foundation for future feature integration and product scaling
Key Projects
1. Streamlining Device Management (Q3-Q4 2023)
Simplified user experience and enhanced communication in response to UAT-identified issues.
2. UX Tracker Development (Q4 2022)
Refined 12,000+ user feedback points from Zendesk into a powerful, filterable UX Tracker for data-driven decision-making.
3. Content Mapping for Developer Efficiency (Q4 2023-On hold)
Created comprehensive breakdown of design screens with content, code IDs, and logic to bridge design-development gap.
4. MYZ Dashboard Revitalization (Q4 2023)
Designed dedicated dashboard to provide clear account overview, enhancing user experience and satisfaction.
Key Learnings
Led complex redesign projects
Balanced user needs with business objectives
Effectively communicated design decisions to diverse stakeholders
Applied user-centered design principles for real-world impact