Enhancing enterprise telecommunications for Kixie

Kixie are a telecommunications provider for distributed sales and support staff. Their product has become one of the main contenders in the space. Built up from scrappy origins, their product already had a strong user base and was growing. When their product was ready for design updates, and with feedback from churn reports and NPS summaries, they engaged me to help them conceive and design their product's next iteration. 

Approach

Early in conversation I understood Kixie wanted to know a handful of things to help them move forward strategically. Their questions included; which common issues were driving churn, how should they understand their customer's journey and where should they focus development effort. To answer these questions, I focused research in two areas; their competitive landscape and feedback from their users.

Together we identified the user journey along with corresponding areas of focus. This allowed us to redesign their desktop tool with a focus on guidance, findability and sensemaking to help users onboard quickly and confidently. 

Results

Kixie were handed off a style guide, prototypes and functional specs. Not only were they able to implement quickly, customer feedback was positive, they felt they had an intuitive application for their work.

Activities

• Churn data analysis
• NPS data analysis
• Customer journey audit
• User interviews
• Experience strategy
• Information architecture
• Creative direction
• Web app design
• Design specification
• Functional specification
• Prototyping
• UI animation

Work samples