Challenge

To align with the company's expanded services Account Manager needed to be redesigned, However, customers were understandably resistant to any change being made after rejecting a previous redesign. 

Solution

As a designer I aimed to design a product that lived-up to the company's marketing message of a multi-channel customer care solution while improving existing usability issues.

To ensure customer acceptance, I conducted extra customer outreach - more interviewing, soliciting feedback on designs, and usability testing. ​In addition we also published a beta version of the site, allowing customers to try out the product and give us feedback before the official launch. Once the product was launched we educated customers about the benefits of the changes.