Zervicepoint is a business and automation platform that, in addition to powerful process tools, also allows customers to offer self-service to employees.
Zervicepoint 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.
Together with product owners, other competencies in the team, and in collaboration with end users and other stakeholders, I worked on developing interfaces, developing concepts, and modernizing and improving product flows. I was responsible for the product vision from a customer and design perspective, and assisted product owners with proposals for scope and prioritization.
I made sure to anchor the design process with the team and engage customers in the product development. In this way, I was involved in transforming the organization into a more design- and customer-centric business.
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.
I also developed guidelines for communication and marketing materials, updated design systems, launched a new website and developed a solution proposal tailored to the needs of a target group within HR.
