Improving the MATLAB community experience through redesign of the chat feature.
Overview
NS International is a large railway company based in The Netherlands, with more than 3,300 European destinations. They were looking for a way to increase their customer satisfaction and online ticket sales through their booking tool. To achieve this, we completely redesigned it and used relevant user research data to validate the concept.
Role
Joined the web design team with a focus on the chat feature re-design. worked iteratively to establish a system of site components that can be used repeatedly.
NS International is a large railway company based in The Netherlands, with more than 3,300 European destinations. They were looking for a way to increase their customer satisfaction and online ticket sales through their booking tool. To achieve this, we completely redesigned it and used relevant user research data to validate the concept.
Role
Joined the web design team with a focus on the chat feature re-design. worked iteratively to establish a system of site components that can be used repeatedly.
Project date
July 2021 - August 2021 (1 month)
Company
MathWorks @Natick, MA
July 2021 - August 2021 (1 month)
Company
MathWorks @Natick, MA
(Challenge)With this new redesign, PayPal wanted to bring more focus and attention to sending and requesting money—as well as making these typically mundane transactions, to be more engaging and personalized.
1. Increase customer acquisition by converting more visitors into subscribers
2. Collect better data in order to provide users with better personalization
2. Clarify value propositions and how the service works
3. Create a framework that can support future A/B testing and optimization
RESEARCH
- Context study
- User pain points
- Competitive audit
IDEATION
- Feature narrative
- Design principles
- Journey map UX flow
FEEDBACK
- Stakeholder reviews
- Field testing
- Designer critiques
Method