🔎 Evaluative 📱 Desktop 👥 B2B
Enhancing safe communication
at work
Wire is a premier team communication platform, renowned for its robust security features. Catering to prestigious clients including governments, the military, and global enterprises with exacting security requirements. In my role, I conducted research with clients to improve the usability of the Admin panel tool, presenting UI enhancements and insights to inform the product roadmap.
Please note that some information has been removed or modified due to confidentiality.
My Strategic Contributions
💬
Design and Conducted
the Interviews
👥
Recruiting and Scheduling
📑
Survey
📊
Findings Presentation
Background and Goals
Our understanding of how our user interface was performing was limited. The product team sought my insights on how admins navigated their teams, what information they needed, their challenges, and their understanding of the interface. With this in mind, I crafted a Research Plan.
Exploratory Goals
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Identify unmet needs to guide product development.
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Discover emerging patterns in navigation and hierarchy.
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Gather needs from other no-admin roles through the Admin's perspective and internal usage data.
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Identify pain points and gaps in the current admin panel design for refinement.
Design Goals
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Pinpoint the most valuable features for admin roles.
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Evaluate the current design's performance in meeting admin needs to improve.
The First Look Inside the UI
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+15 Interviews
With clients across the globe.
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3 Users Roles
With varying needs when using the tool.
🖥️
Admin Panel
Testing focused on desktop.
Insights
Note that some information has been removed or modified due to confidentiality.
1
The feedback received from the participants was that managing their team was not intuitive and time-consuming.
2
COVID-19 brought a bunch of new communication habits for internal teams. Our tool was still catching up and had a lot of unmet needs that needed prioritizing.
3
Admins were unaware of some available features. Overall, participants could complete the tasks we asked for but with some effort. The labeling and information architecture weren’t intuitive for them.
Impact
Strategic Impact
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The development roadmap pivoted based on research findings.
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The survey provided clear data for quantifying needs and prioritizing features.
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Usability findings, serving as triggers for improvements, became a shared asset across the company.
Collaboration Impact
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We created Wire Personas to reference user needs and goals when developing features.
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Listening to customers greatly supported the Sales and Support teams, helping them address requests from team admins.
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The redesign provided clear guidance for the web development team to build their backlog.
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