Client Self-Service Portal | Zywave

Background:

Zywave had acquired multiple companies before I joined the company and bought several more during my time there. With 20+ products from various tech stacks, acquisitions, and decades, melding them together into a cohesive Client Cloud product was essential for the future. There were multiple redundant products in the HR and compliance space. Users were frustrated with dated technology, bad user experience, and a lack of integration between solutions. User research and agile development were ongoing for the suite of products the Client Cloud team was responsible for.

Actions:

• Qualitative discovery user interviews

• Weekly iterative prototype user interviews

• Journey mapping

• User metric data analysis

Insights:

• Client users were confused by the multifarious user experience of different apps, entry points, and inconsistent design

• Client users needed responsive software that better fit the screen sizes they were using most often

• Client users needed enhanced messaging and reminder features to remain in compliance

Result:

One of the most rapid wins was utilizing our custom Web Components design system ZUI to rebrand existing products and blend them into a cohesive suite. We were able to make this work despite each product’s different ages and technologies.