Overview
I led the design of contact list file upload flow.
The team had a goal to increase file upload success and decrease customer support calls.
Full case study available upon request
ROLE
Lead User Experience Designer
RESPONSIBILITIES
Led end-to-end redesign of the contact file upload flow
Partnered with Engineering to rebuild field-mapping logic to reduce system-caused errors
TEAM
1 UX Designer, 1 UX Researcher, 1 Product Manager, 3 Software Engineers, 2 QA Engineers
Approach
Benchmarking
Customers missed the "Choose File" button and instead inadvertently played the help video on how to import contacts
There was no warning when exiting the flow before completion
Back End Analysis
Analyzing how the system exported and then re-imported contacts revealed that exporting created columns that the import couldn't handle
Users were allowed to select the same field multiple times even though the system didn't allow that, resulting in additional errors
Focused Steps
I redesigned the first step to bring focus and clarity to what users actually needed to do - upload a file.
I partnered with Engineering to improve the logic for mapping fields, reduce the number of errors caused by the system, and reduce the number of errors caused by users (i.e. not allowing users to select the same field twice).
