Website redesign + user research

Audience: Internal staff, partner vendors using Adobe marketing tools at CommonSpirit Health

What: A website redesign to better guide new users and basic users into additional Adobe products

Stakeholder(s): Product owners + development teams, content strategists, authors, UX designer, engineer

Goal: Redesign resource hub within three months

Challenges: Collaborate with product owners to understand onboarding pain points and restructure IA to include new product onboarding

Basic process: User research (Journey Map) > Plan> Propose new website IA> Content creation> Author content> Publish + Test> Promote

Tools: Adobe Experience Manager, Figma, Google Docs

Outcome: Decreased support tickets related to onboarding, 18% mo/mo visits to resource hub after redesign

Onboarding user journey map

I interviewed 2 UX designers + 1 marketing manager who all met our research criteria and we identified they all had something to say about amount and transparency of information on the resource hub, ease of use, and access to support. This observation became crucial to identifying our content opportunities.

Final homepage design

We built a new IA that could support a new and basic user coming in at any point of the onboarding journey - deciding which product is right for them (‘Product overview’), how to create a new account and begin training (‘Getting started’), and then how to continue their education (‘Knowledge center’). An editorial calendar was also created to coordinate new content and continue to grow amount of information available in the resource hub.

New Marketing Analytics knowledge center

I advised product owner on how to structure content and where we could cross promote and add accessibility for further support.

New Market knowledge center

Similar to Marketing Analytics content, I advised on major topics for onboarding such as glossaries, frequently asked questions, and step by step guides.