CS Insights:
CS Insights helps users proactively identify the most critical issues on their website and prioritize optimization efforts by business impact. No need to spend hours on every page or watching countless replays, CS Insights automatically put the most valuable items right in front of the user.
User's needs:
- Intelligently identify biggest opportunities for business impact
- Spend less time analyzing and more time building better experiences
- Visualize and quantify user struggles and prioritize decisions
Methodologies used:
- Double diamond
- Design sprint
- Opportunity tree + continuous research
- OOUX
- Design sprint
- Opportunity tree + continuous research
- OOUX
Design steps:
1 - User interviews to define the needs
2 - Design sprint with a team of CS, PMs, Data, Designers
3 - First drafts and user testing / discussions with Clients and CS teams
4 - Iterations
5 - User tests with clients
6 - MVP
7 - Continuous research
2 - Design sprint with a team of CS, PMs, Data, Designers
3 - First drafts and user testing / discussions with Clients and CS teams
4 - Iterations
5 - User tests with clients
6 - MVP
7 - Continuous research
MVP Scope
- Identify the highest opportunity page
- Filter insights
- Visualize the zone using a target path
- See on replays
- Filter insights
- Visualize the zone using a target path
- See on replays
User test findings:
- Be able to disable an insight
- Add more insights
- improve current insights names and definition
- improve current insights names and definition
- Reduce the number of false positives
Improvements (Marketing visuals)
Workshop with UX writing team to improve understanding of insights with a revamp of names and definitions and icon design
Add of disable insight button + possibility to create a segment
Next step:
Show insight in the event stream
Show insight in the event stream
Continuous research:
interviews and tests with users using the opportunity tree method (picture voluntarily blurred for confidentiality matter)
interviews and tests with users using the opportunity tree method (picture voluntarily blurred for confidentiality matter)
New strategy definition:
What should be the place of insights in CS and what should be the links between different part of the tool ? (picture voluntarily blurred for confidentiality matter)
What should be the place of insights in CS and what should be the links between different part of the tool ? (picture voluntarily blurred for confidentiality matter)
idea:
Idea of future improvements
Idea of future improvements
