Introduction
My role
As the lead designer on this project, I was responsible for designing the FastTrack service landing page and self-serve guides to help M365 customers onboard to services.
I took the initiative to investigate the diverse needs of users, conduct usability testing, and continuously improve the user experience through iterative design.
Overview
FastTrack provides self-service tools, guides, and support to help IT admins easily onboard to Microsoft 365 services.
However, the existing landing page was not equipped to handle the growing demand for self-serve guides.
In response, I led a redesign to accommodate these growing needs, enhance navigation and overall usability.
Impacts
- 3x increase in customer base and resubscribing customers.
- Added 30+ additional self-serve guidance while implementing UI improvements for a more streamlined and user-friendly experience.
Context
Background
In 2020, the team prioritized self-serve guides as the central feature of the landing page to improve the usefulness of the service.
However, as the number of available guides expanded, concerns about usability surfaced, prompting the need for a more scalable solution.
Opportunities
Through heuristic evaluations and mapping the customer journey of the existing landing page, we uncovered key insights that guided our design improvements.
We launched Landing Page V1 to enhance navigation, V2 to introduce personalized experiences, and V3 for further iterations and optimizations.
Design
Design problem
Before diving into the project, I initiated research to gain a clear understanding of the current user experience. I led a workshop with the product team to map out the customer journey and evaluate the existing workflow. Additionally, I conducted a heuristic evaluation and shared insights with stakeholders.
This collaborative effort helped resolve initial uncertainties, establish a clear project direction, define goals, set priorities, and identify target users while uncovering previously overlooked user pain points.
The four key problems identified were information overload, lack of hierarchy, too many options, and inconsistent design. All of these issues shared a common theme: Users were struggling to navigate the services on the landing page effectively.
V1: Streamlining navigation
With the design goal set to improve navigation, my first focus was on creating a more organized experience. The challenge was to make it easier for users to understand the available resources and navigate through them effortlessly.
The key design changes are:
- Introduced tabs to break the page into manageable sections, reducing browsing time.
- Organized self-serve guides into specific subcategories with a nested list layout, helping users filter out irrelevant information and declutter the screen.
- Added search and filter features to allow users to quickly narrow down results and find relevant guidance more efficiently.
- Implemented count annotations and suggestions to enhance user engagement and direct users to the most relevant resources.
