Mining Dashboard: Enhancing Usability, and Elevating User Engagement
Case Study
Overview
When I joined Compass, I conducted a series of analyses (heuristics, analytic data, and user event tracking) as well as interviews with both customers and customer service leaders to uncover pain points. The mining dashboard emerged as a significant area in need of improvement. The result was a streamlined, user-centric dashboard that not only enhanced the overall user experience but also significantly increased time spent on the platform, delighting our users in the process.
In addition to a holistic redesign, there were two main objectives to drive decisions:
1. Reduce customer frustration (measured in customer service tickets related to the dashboard).
2. Increase engagement with revenue-creating pages.
My Contributions
As lead on this project, I identified desired outcomes, and managed feature improvements to design and implement. Leveraging UX principles, user feedback, and customer service data, I redesigned the dashboard with the goals of improving usability, reducing the volume of customer service tickets, and increasing user engagement. By utilizing tools such as user interviews and feedback analysis, I identified specific areas where the dashboard could be more intuitive and responsive.
To tackle the dashboard redesign, I began by conducting interviews with both customer service leaders and current customers to clearly identify the key objectives and pain points. I used user flow maps to structure the changes, and analyzed current user journeys to pinpoint areas for improvement. Utilizing tools like Mixpanel and Google Analytics, I identified user paths, focusing on where users were dead-ending and which sections of the dashboard they frequented. This data allowed us to funnel users into revenue-generating areas and surface critical information more effectively.
After building a framework for the updates, we validated our decisions through a series of usability tests with prototypes, including both moderated and unmoderated sessions, ensuring the final design was both intuitive and effective in meeting user needs.
Heuristics audit, journey mapping, and user interviews
Initial wireframes for dashboard update
Delivered Screens
The redesign of the Compass Mining dashboard led to significant improvements across key performance indicators. Time spent on the dashboard increased, indicating enhanced user engagement and satisfaction.
Traffic to the shop page saw an uptick, contributing to increased revenue opportunities.
The project also resulted in a substantial reduction in customer service tickets, as users were able to find the information they needed more easily. Additionally, there was a notable decrease in late invoice payments, reflecting improved user experience and clarity in the billing process.
Post-project surveys indicated an overall increase in customer sentiment, with users expressing greater satisfaction with the updated dashboard.
