Brian Fall | Surecritic Platform

Discovery

After conducting stakeholder interviews with COO and CIO I surfaced high level goals for the next iteration of the platform. It was important to create a system that was flexible and could support various pieces of data. The business users needed key insights to be surfaced and have the ability to easily understand how they compare to the competition. This platform needed to be responsive so users could keep up to speed with insights on the go.

The Before

I performed a high-level heuristic evaluation of the software by examining the interface for consistency and usability issues. I found problems with the navigation structure and overall presentation of data. Before, messaging for error handling was confusing and not customer facing.

User Personas

Once I understood the user’s wants and needs, I created two key user personas. The corporate user manages multiple regions of businesses and needs to quickly understand how they are performing compared to one another. The other persona is a single business owner who is only concerned with the details of their specific business.

Competitive Research

As I was gathering background research it was important to look at competitors in the CX space. After seeing what key players were doing I found that all of their platforms were responsive. They were presenting data in a more visual way and had an easier navigation pattern.

Robust Table System

Since so much of the software was data heavy, an important piece of the platform was a flexible table system that could accommodate simple tables with rows and columns. It also provided conditional highlighting, charts, side scrolling and the ability to elevate key metrics.

Extensible Design System

Consistency was a main goal of the project. Designing atomic elements that came together as a family to create components was important. In the end, every screen of the software felt like they fit perfectly together.

Typography

With the typography, an important factor was designing a scale that was flexible enough for descriptive headlines, but could also accommodate small type sizes in dense tables of data.

Form Fields & Buttons

I created a set of form fields and buttons that were flexible enough for long surveys while still functioning on dense table screens.

Colors

Starting with SureCritic’s blue branding color. I expanded the primary colors to include a range of options to use throughout the software. Taking inspiration from the initial blue, I created a gray scale that has a subtle hint of blue so that all the colors tie together nicely.

SureCritic Platform

In the alpha version of the software, they where having a problem surfacing these valuable insights to customers. The navigation was confusing and inconsistent. The software as a whole was not responsive which was problematic.

Responsibilities

Client