<aside> 👀 Disclaimer: I might not showcase to the utmost capacity due to access restrictions, the current state of deliverables/its status concerning active implementation, and NDA.

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<aside> ❔ What

• A collaborative initiative towards a user-first approach by defining customers on a granular level and narrowing down user types, identifying pain points, and prioritizing solving (based on low effort high reward) to ultimately refine and step up the customer experience Codeyoung delivers its customers.
• It’s a major ongoing project where I’m actively involved in leading and continuously refining and redefining the user experience. </aside>

<aside> 🎯 Desired outcomes

• Organizational shift toward a more user-centric mindset
• Step up the customer experience through the collaborative practice of identifying and solving paint points; one at a time
• Generate user stickiness, delight to customers, and habit forming through product maturity and team process enhancements

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<aside> 🎯 Key objectives

• Identify and define the collective customer base as user personas on a granular level that serves as user types
• Establish a shared understanding of the customer user journey with cross-functional teams
• Pinpoint frustrations that cause drop-offs in the customer journey
• Establish features and improvements in the customer-facing product lineup that cater to raised issues and gaps </aside>

<aside> 🪪 Role

• Led and facilitated the UX process and methodologies </aside>

<aside> 🪪 People

• Me (lead UX and facilitator)
• CXOs (green lighting, mentorship)
• Team leads (collaboration, team exercises)
• Founders (facilitators, scope, green lighting)
• Consultant PM (direction, mentor) </aside>

Process

• We had surplus amounts of user data to help define and narrow down user types which would further help segregate and cater to. We followed a ‘w3 framework’ which would serve as the ‘bible’ for the primary team and the cross-functional team to go back to. Refer images below ⬇️
• The w3 framework establishes clarity on the customer base by identifying based on 3 questions — who, what and why. This would further lead to user personas that as time passes and we get more clarity mature into user types.

As we moved forward with the shared understanding of a better defined user base, next team members from different silos sat together to discuss the most commonly occurring pain points and frustrations that dent/stagnate the customer experience. We would then identify recurring patters, pain points with more notable negative impact and prioritize and group accordingly.

Listing recurring and impending frustrations gathered from team discussions. We could divide these into 3 states: