NAVIGATE
UX, UI, CX
Navigate
Role — UX, UI, CX
Company — AutoProtect Group
Product — Navigate SAAS
In this project, I enhanced an existing B2B POS system for car salesmen selling APG’s insured products via a 12-month UX strategy with SMART OKRs to align with the software development roadmap. This ensured a user-centred approach, aiming to improve user experience, streamline the sales process, and boost efficiency and customer satisfaction.
I established key scoring metrics by implementing comprehensive user feedback mechanisms, which were rigorously analysed and benchmarked against industry standards. Each month, I compiled a detailed UX pack for product stakeholders, including sentiment analysis, CSAT, and CES. This pack provided in-depth analysis and actionable recommendations for improvements.
By focusing on critical areas such as system stability, usability, and training, we achieved significant enhancements. Over six months, our targeted improvements resulted in a 20% increase in our scores, elevating the overall rating to 80%. This demonstrated our commitment to user-centric design and continuous improvement, directly contributing to enhanced user satisfaction and product performance.
To support a large customer migration from a legacy software platform, I led a team in creating an onboarding and digital adoption strategy. This included hosting comprehensive customer journey mapping sessions to identify pain points in the current process. As a result, we implemented a digital adoption platform that provided personalised customer onboarding experiences and in-platform guidance. This strategy ensured a smooth transition and increased user engagement which resulting in a 35% increase in product stickiness.
To support the new business strategy and drive product growth, I designed and implemented responsive UI solutions for our POS system, ensuring compatibility with tablet devices. Leading a team of frontend developers and QA specialists, I focused on creating an intuitive, user-friendly interface. This transformation empowered sales teams to engage more dynamically with customers in the salesroom, resulting in a 220% improvement in end-to-end conversion rates on tablet devices. This initiative not only enhanced customer interaction but also significantly boosted overall sales performance.
