My process

• understand the customer viewpoint through interaction data

• create redesign goals based on customer data

• address design challenges

• implement and evaluate

redesign goals

• Provide targeted help for customers who need a guided approach

• Provide direct access to specific resources for customers who know what they need

• Prioritize content on the page according to interaction data

• Minimize number of clicks needed to access resources

• Modernize the look and feel of the page

Target user group

• Created personas for the main user groups

• Narrowed to the largest group

  • external customers using consumer products who are elderly (over age 65)