Product design
user research
user testing
metric analysis
strategy
I took the design lead for our backoffice tool (Darwin) over 18 months, mentoring junior designers, shaping product strategy, and driving a full redesign and product repositioning.
The PROBLEM
Wellhub is one of the most important players in wellbeing solutions globally, with millions of people using the product on a daily basis. One of the challenges that comes with this magnitude of a product is to handle the customer experience properly. CX agents must have the right tools to handle any issue with the least friction possible, reassuring the user satisfaction with both the product and the support. For years Wellhub relied on a poor designed experience on their backoffice tool.
User's data were poor, providing just the bear minimum of information.
Data was spread all over the interface, with unnecessary tabs and no proper hierarchy.
The same happened for the Client's profile.
user research
We interviewed over 30 CX agents;
Understood the main issues they were trying to solve for users;
User testing with CX agents.
NEW Concept
After many iterations, the full redesign was delivered with focus in: hierarchy, readability, accessibility and data visualization.
We removed the tabs to avoid agents to get lost trying to find the right user profile that they're working on;
Added labels to the left menu, creating a easier navigation, avoiding confusion that we identified on the previous version;
Introduced widgets that provided a quick way to visualize important information from different parts of the product;
Create a whole new concept of a quick actions menu, that allows agents to perform the most used features, solving the users' problem much faster.
Profiles are now a template that can be replicated for different user type: users, clients, partners and resellers, each one with their own relevant data and information.
Results
Customer Effort Score (CES) improved from 28/100 to 79/100;
CSAT from agents: 82/100;
Full Resolution Time (FRT) of tickets went from ~7min to ~2min30s;
CX Agents productivity increased +260%
insights & Improvements
As the impact of work was so positive, we saw a new opportunity to expand the product other areas of the company, so we introduced the product to managers of different areas outside CX, such as: Finance, Opperations, Costumer Success, Parterships…
We collected feedback from each area and improved the product with relevant information for new journeys.
We developed a real time console to organize roles and permissions.
Results
We increased the number of users from ~270 CX agents to over 1300 users in 14 areas of the company;
CSAT increased from 82/100 to 89/100;
Deployed over 50 new features in 2024 alone, allowing the cancelation of 4 product subscriptions, saving over $700K in contracts.
