Signed in as:
filler@godaddy.com
Signed in as:
filler@godaddy.com
I was brought onto the Five9 website team as the sole visual designer to improve the user experience.
I proposed new information architecture, and designed key pages, including request demo forms and marketing campaign landing pages.
I also started the team's first design system to define and simplify the branding.
Five9 is a contact center as a service (CCaaS) cloud-based platform that equips agents to provide streamlined customer support across channels like inbound/outbound calls, email, and text, and aims to drive customer experience success.
It also provides reporting and analytics, performance management, automated workflows, and integration support for major CRM platforms, Zoom, Microsoft Teams. and more.
With over 2,000 customers worldwide, Five9 supports an array of business needs with customers like Teladoc Health, Alaska Airlines, Advent Health, Under Amour, and many more.
I proposed a more simplified IA that would still meet business needs.
I looked through the navigation and all of the pages and their content. I did card sorting, and compared to competitors.
As demo sign up forms are integral to the website, I worked on redesigning them to be more user friendly, and tested their performance against the existing forms.
I also worked on the home page and landing pages for marketing campaigns.
I designed a chatbot experience using a clean brand palette that I also started defining in a new design system for the website.
I started the website's first design system in Figma to help define styles and usage, and handed it off to the creative director.
Complete Card Sorting
I reviewed each page to understand the content and objective of the page, and regrouped navigation based on user goals and business needs.
I focused on streamlining user experience by creating more cohesive groupings, decreasing sheer volume of pages and increasing content-rich pages.
Sitemap Before
To fit into the image, I have the navigation stacked, but these are all on the same hierarchy in actuality.
This was the existing navigation and IA.
Sitemap After
After the card sorting activity looking at all the pages, as well as competitor websites and the considerations of the marketing team, I put together this proposed sitemap, which would be rearranging and grouping content rather than completely removing content to meet business needs.
Before
The chatbot before was functional, but not updated with the new branding, and there was an initial barrier for the chat experience requiring user info upfront.
After
I mocked up a version of the chatbot using brand colors, and an updated flow.
Instead of opening a form first, the chat would start automatically to promptly assist users, and help Five9 to track data on type of support needed.
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