Streamlining Critical User Tasks
VP of Customer Experience
Project Overview
Identified and prioritized high-friction tasks, led UX testing and design iterations, and directed collaboration across UX, engineering, and support to streamline critical user workflows.
The Challenge
Users were struggling to complete a variety of common tasks, each of which generated recurring support requests. Many of these workflows: • Took 5–10 minutes to complete • Were unintuitive or overly complex • Led to drop-offs and abandonment The burden on the support team was growing, and first impressions were suffering.
Process & Approach
Discovery & Task Analysis
• Directed analysis of support contact data to surface high-friction tasks
• Conducted hands-on walkthroughs to understand user frustration
Journey Mapping
• Personally mapped broken journeys to expose root causes
• Partnered with UX Researcher to define ideal flows and resolution paths
UX Strategy
• Defined shared goal to simplify core tasks and reduce time-on-task by at least 50%
• Prioritized ease of use, clarity, and consistent patterns across flows
Design & Prototyping
• UX Researcher produced wireframes and interactive prototypes
• Designer implemented consistent UI patterns and interaction models
User Testing & Validation
• Oversaw usability testing led by the UX Researcher
• Reviewed time-on-task, success rates, and user feedback
• Drove iteration on unclear patterns based on direct feedback
Collaboration & Execution
• Worked cross-functionally with engineers and PM to scope solutions
• Finalized designs and oversaw implementation across multiple sprints
• Guided internal rollout and communicated impact to stakeholders
Outcome & Results
• Time to complete tasks dropped from 5–10 minutes to 1–3 minutes. • 100% task completion was achieved in usability testing. • Support requests related to these workflows were significantly reduced. • The result: a smoother, more efficient product experience—and less strain on customer support.
Project Details
Role:
VP of Customer Experience
Team:
1 UX Researcher, 1 Support Ops Analyst, 1 Content Strategist, 1 PM, 1 Engineer, 1 Designer
Key Highlights:
• Reduced task time from 5-10 minutes to 1-3 minutes
• Achieved 100% task completion in testing
• Significantly reduced support requests
Impact:
Time to complete tasks dropped from 5–10 minutes to 1–3 minutes with 100% task completion achieved in usability testing
Skills & Tools: