Meghan Creative LLC

Innovating Internal Tools for Greater Customer Impact

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Alt text: A laptop open on a wooden desk displaying a business analytics dashboard titled "Blue Reef Properties" filled with graphs, bar charts, and data metrics. A person's hand is visible in the foreground gesturing toward the screen, while a blurred coffee cup, pen, and notebook sit in the background.

Overview

A transformative initiative at a leading technology company focused on consolidating numerous fragmented tools into a unified solution to enhance the digital customer experience, along with developing a new system for assessing customer health.

Focus

  • Design Operations (process definition, workshop facilitation, tool optimization)
  • User Research & Feedback Loops
  • Prototyping & Visual Design
  • Cross-Functional Collaboration
  • Knowledge Management
  • Advocacy for Design Needs

Purpose

To address inefficiencies from a “disconnected customer support system,” a unified interface was developed to enhance effectiveness and user satisfaction.

A design mockup of a software dashboard titled "POST-MVP VISION DASHBOARD."
A user experience sitemap diagram showing a digital product's architecture titled "MVP: FRONT END EXP / UX SITEMAP—WIP 4/21."

Team

  • Role: UX Designer
  • Responsibilities: Leading workshops to facilitate user insight synthesis; conducting user research and developing usability testing protocols; advocating for design needs and expanding the design system; managing team alignment and knowledge transfer amidst high turnover.
  • Team: Multidisciplinary team involving consulting partners, program managers, developers, and researchers.

Scope

  • Timeline: 5 months
  • Scope: Delivery of MVP designs for essential components, alongside a comprehensive design system.
  • Constraints: Addressing team turnover, shifting priorities, and aligning cross-team efforts under tight timelines.
A horizontal project timeline chart titled "CCEDX Project timeline" shows work split into five design thinking phases across five months, from February to June.
A slide titled "KNOWLEDGE TRANSFERANCE WIKI" featuring a screenshot of Microsoft Teams in dark mode.

Process

  • Research & Discovery: Led workshops for user insights, creating journey maps, and identifying pain points; conducted in-depth user research to guide design decisions.
  • Product Strategy & Ideation: Defined core experience principles and designed scalable information architecture; developed prototypes emphasizing modularity and clarity.
  • Experience Design & Prototyping: Created wireframes and expanded the design system for new interactions; implemented visual systems to inform decision-making.
  • Testing & Iteration: Conducted iterative usability testing with feedback from users to refine designs.
An infographic titled "CX Journey Heatmap - Present" showing data about how a company manages customer success plans.
A diagram showing "Design principles" split into three main categories of requirements: Architecture, Business, and Experience.

Results

  • Outcomes & Results: Delivered MVP designs with strong effectiveness ratings and user engagement; validated features that drive user satisfaction.
  • Lessons Learned: Emphasized the importance of clear role definitions, consistent collaboration, and proactive problem-solving in adapting to project changes.
A presentation slide titled Draft Formula for CX Index outlining a framework for calculating a customer experience metric.
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Resolution

Maintained project continuity through proactive knowledge transfer and collaboration, despite turnover challenges, leading to alignment and a successful prototype.

A diagram of a software or website user flow layout set against a solid black background. The diagram features seven small, rectangular user interface windows or screenshots organized into rows and columns to show a logical progression or hierarchy. In the center, a vertical stack of three windows is flanked by two windows to its left and two windows to its right, with faint lines connecting them to illustrate the layout structure.
The image displays a sequential, four-step user interface (UI) workflow diagram showing different dashboard views of a software application.

Conclusion

  • Project demonstrates capacity to lead design operations, foster cross-functional collaboration, and deliver user-centered solutions.
  • Highlights dedication to impactful digital experiences and ability to influence strategies through user-centered design.

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