The Coniq platform
Introduction This case study details the redesign of Coniq's self-service platform, undertaken to improve user experience and encourage client self-sufficiency. The Challenge Some of our clients are not using the Platform as a “self-service“ tool to manage their accounts and instead rely on their Coniq account managers, which in the past has worked, but as we scale, this will prove to be more difficult and expensive for us. It would seem that this, in part, is due to the platform being challenging to use as it grew organically throughout the years. Pain Points Poor Naming Conventions Unfamiliar Design Patterns Inconsistent Design Patterns Poor Performance Outdated Aesthetic
Objectives
To make the platform an intuitive experience by creating a product that anyone with basic industry knowledge can operate without or with minimal instruction. Create a product within a family of products enforcing the Coniq brand.
Familiar Design Patterns
In order to make users feel comfortable within our platform we wanted to make the interface feel familiar so we looked at industry leading providers of online services and products
- Mailchimp
- The Google Suite
- Monday.com
- Clickup
Lean User Testing
We opted for using a very lean user testing methodology utilising a pool of internal users from within our business and external users from selected clients comprising those with high and low platform knowledge from various demographic backgrounds bearing in mind that the platform is in english and are used by businesses across the globe.With those results, we made minor changes to our design and tested them again with a different pool of users.
The tests for the most part took the form of the users being requested to do typical tasks to see if they could intuitively identify the journey they would need to undertake to complete it.