Zervicepoint is a business and automation platform that, in addition to powerful process tools, also allows customers to offer self-service to employees.
ZervicepointZervicepoint intended to embrace the customer experience and needed to modernize product and brand. With a more consumer-oriented appearance, we set a course towards making an impression in B2B SaaS. The goal brought with it a lot of changes in internal processes and in the organization. As new market segments were identified, we also aimed to create product themes. We would make a shift from being a technical engine to becoming a full-fledged product and better able to meet the needs of the entire organization of the customer.
As the team's first UX designer, I was tasked with establishing a more design-driven way of working so that Zervicepoint could better balance customer and business perspectives and reach new types of audiences. I took the lead on driving the user perspective in the team.
By listening to customers and users, it became easier to prioritize the right development projects. I made design and feature improvements based on user discovery and redesigned activity and to-do flows, developed a new dashboard, created an onboarding feed, and made several suggestions for improvements based on customer input. By holding workshops with clients and setting up a customer panel, I was able to find more stakeholders and target groups that gave us even better conditions to respond to growing needs. The implementation of customer tours with recurring follow-ups made the entire ecosystem of our products and services clearer. This way we were able to create a much better experience throughout the customer journey.
Arbetet lade grunden för en modernare B2B SaaS-upplevelse med ökat fokus på användarvärde, skalbarhet och långsiktig tillväxt.
