VCC Live

Website redesign project

Project description 

VCC Live is a cloud based contact center provider, focused on multiple communication channels and solutions, with a wide feature portfolio and an extensive history.

The company approached UX studio with 13-weeks long re-design project for their website with the aim to improve user experience.

Team composition 👩‍💻👨‍💻

One UX/UI designer and one UX researcher worked on this 2-phase project in
UX Studio, including constant collaboration with VCC Live.

Kick-off meeting with the VCC team

Kick-off meeting with the VCC team

Kick-off and Initial findings 🚀

The kickoff meeting is the most important part of a successful project start. This is where we get the chance to gather insights about the company, product, users and the market, and this is the first point where we can deeply discuss the
pain points of the client. 

The customer journey map: A step-by-step visual representation of the customer's experience. 

The customer journey map: A step-by-step visual representation of the customer's experience. 

🚀 The kick-off meeting was held with key decision makers, and we implemented various workshop techniques, such as user personas, customer journey map, and speedboat

We managed to identify problems, slowdown-factors and obstacles related to the whole project. Being aware of the issues helped us to identify priorities and shift attention to the most important tasks first. 

Factors: Knowledge, context, problems and motivation

Factors: Knowledge, context, problems and motivation

User personas 👥

During the kick-off meeting, we defined three main user personas, with different job titles:
CEO or CTO, Customer success manager and  IT manager.

User testing helped us to understand the decision making processes, pain-points, and motivations of that people, and shed some light on why the previous website design was underperforming. 

Prototyping and testing challenges 🔬

The prototyping phase started with the wireframes, where we visualised and structured the detailed technical copy provided by VCC Live. This helpful to get to the final informational hierarchy. 

VCC customers have different occupations, technical skills and expectations, which made the participant's recruitment quite challenging.  It ended up that users of the services are not necessary those who will buy the product - which came up as another recruitment obstacle.

Wireframe demo of the contact forms

Wireframe demo of the contact forms

🔬 The monochrome wireframes were the first point, where we started tests with potential users.

This phase is far from the final form, but testing the “skeleton” of the design will generate a lot of insights:

Some people use the top navigation right away. Others need more detailed explanation in the technical copy. While some other users would instinctively seek for the “human contact” in a sales process, without going through the content.

The majority of users did not want to reveal their personal data, this is why we created just a few fields in the contact form.

VCC Live Home Page

VCC Live Home Page

UI Design 🌈

After the prototype-phase, we started to work on the final user interface. We continuously tested and iterated in the UI-phase as well. 

The main illustrative elements were photos, as they communicate the maturity level that VCC Live was looking for. While the selection of vivid, popping colours and playful shapes kept the design a bit playful.

Takeaways 🎒

  • “Valid validation”: Finding the right group to test the product is crucial.
    It is necessary to have enough resources and research skills to find the right users who will share the insights.

  • Target groups are not homogeneous: It is possible that a specific target group will show completely different results, and that will highly effect the the copy displayed.

  • For some (potential VCC Live service users), a clean and logical top-navigation is the only point of interest on a website. These users want to get in touch with someone quickly, no matter what.

  • No surprise, personal informations is personal. Users want flexible contact forms: If a user prefers to be contacted via e-mail, then a contact form should not ask for a phone number (otherwise fake data is imminent).