ROLES & RESPONSIBILITIES

As a UX/UI & Interaction Designer, I was responsible for:

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• ● Designing the initial product tours for Sage Intacct, Sage Active, Sage HR, and Sage People, setting the foundation for their localization in other markets by other designers.
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• ● Redesigning and animating UIs for the tours, ensuring visual consistency with the software interfaces.
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• ● Collaborating with stakeholders to define key features and structure the tour content.
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• ● Analyzing user feedback from recorded usability testing sessions.
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• ● Proposing and implementing iterative design improvements.
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• ● Documenting processes, creating SDK tagging and publishing guides, and mentoring team members.
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The project team included in-house and third-party developers, Web delivery Managers, Senior PMMs, and marketing professionals. Work was conducted remotely, with close collaboration across different time zones.

SCOPE & CONSTRAINTS

This case study covers four different product tours:

1. _____➜ Sage Intacct (UK & US)
2. _____➜ Sage Active (Germany)
3. _____➜ Sage HR (UK & US)
4. _____➜ Sage People (UK)
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Key constraints included:

• ● A tight timeline for each tour iteration.
• ● Maintaining fidelity to existing product UIs while introducing visual improvements.
• ● Resolving technical issues related to gated content and performance measurement tools (e.g., Content Square).

PROCESS

1. ⚫️ Research & Analysis:
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• ● Reviewed recorded user testing sessions to identify pain points and opportunities for improvement.
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• ● Analyzed performance metrics from existing tours.
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• ● Incorporated insights from external research, such as:
• _____→ Users preferred self-led tours due to their ease, convenience, and relevance, while video tours were perceived as too long and less engaging.
• _____→ Recommendations included segmenting content into chapters, adding progress indicators, and ensuring clear, jargon-free language.
• _____→ Metrics showed self-led tours outperformed video tours across persuasiveness, satisfaction, and ease of use.
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1. ⚫️ Design & Iteration:
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• ● Created visually engaging and interactive UIs, incorporating subtle animations to enhance the user experience.
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• ● Ensured consistent placement of navigation menus, CTAs, and guide messages for clarity and usability.
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• ● Iterated designs based on feedback and performance results, addressing issues such as overly dense information and unclear navigation.
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1. ⚫️ Technical Collaboration:
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• ● Worked with developers to solve issues such as unrecognized clickable events and content gating.
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• ● Implemented SDK tagging and added custom scripts to improve functionality and analytics integration.

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2. ⚫️ Documentation & Knowledge Sharing:
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• ● Authored SDK tagging and publishing guides, standardizing the process for future projects.
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• ● Developed templates to streamline final delivery to developers.

OUTCOMES & LESSONS LEARNED

• ● Performance Results: The Sage Intacct tour, the first in the series, demonstrated significant user engagement, setting a benchmark for subsequent tours.
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• ● Improved Usability: Design improvements, such as consistent navigation and animated transitions, enhanced user comprehension and satisfaction.
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• ● Knowledge Sharing: The guides and templates I created became valuable resources for the team, improving efficiency and consistency in future projects.
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• ● Lessons Learned:
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• _____✓ Close collaboration with developers and stakeholders is crucial for resolving technical challenges effectively.
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• _____✓ Iterative design based on user feedback and data is key to creating impactful experiences.
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• _____✓ Incorporating user research insights, such as segmenting content and avoiding jargon, significantly enhances the effectiveness of interactive tours.
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• _____✓ Standardizing processes through documentation and templates benefits the entire team and ensures long-term project success.
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