Objective: To simplify and deescalate a routine process for corporate power-users.

Background

About Medallia
Considered the industry’s best Customer Experience Management Service tool. Medallia provides Enterprise Feedback Management software as well as services to hospitality, retail, financial services, high-tech, and business-to-business companies internationally.

About the product
Historically, the product was built with a very engineer-centric perspective. Consequently processes to extract data were convoluted and not intuitive. To make matters worse, the long drawn list and unclear instructions left many users paralyzed with fear - unsure where exports may go off to. The team was made up of a User Researcher, a PM and myself - we were tasked with understand primary use cases and rebuilding the data export tool based on it.

SOLUTION

We discovered that there were two primary use cases:

1. Ad hoc downloads of exports  2. Scheduled recurring exports

The new designs were intended to make each work-flow easier to understand and quicker to go through. The first tab is meant to function as the one page ad hoc users will need to fill out in order to download the file they need as well as the first step for recurring users. The second tab is for scheduling and exports’ connections (ie FTP) to send out. 

RESULTS

We went through a series of paper prototypes to ensure that our core users would intuitively understand the flow and be able to complete their tasks without hesitation - we were able to get an 87% completion rate (13/15 users). Shipping our designs with this level of success resulted in dramatically decreasing our clients’ general work time by over 50%.

Project Responsibilities: User testing, User Flows, Wireframes, High-Fidelity mockups