The Professional
Women's Sportswear
The Professional
Women's Sportswear
Thomson Reuters
Creating B2B Customer Success Platform with 100K+ Users
DURATION:
2021- 2022
PLATFORM:
Web for Desktop & Mobile
MY ROLE:
UI/Visual Designer
TOOLS:
Figma, Sketch,
Illustrator, Jira, Confluence
OVERVIEW
Who is Thomson Reuters?
Thomson Reuters is a leading provider of business information services for intelligence, technology and human expertise. The products include highly specialized information-enabled softwares and tools for professionals, including Legal, Tax and Accounting, and News & Media.
CHALLENGE
Decreased customer satisfaction
Before developing a unified B2B Customer Success Platform, Thomson Reuters faced challenges from multiple legacy systems, leading to privacy issues, a fragmented digital landscape, and decreased customer satisfaction, particularly in account management, despite offering high-quality products for legal and professional firms, resulting in increased call center inquiries.
GOAL
In need of building a unified platform
The primary goal was to design and implement clear, cohesive, and functional digital platforms. This initiative aimed to deliver an impactful and user-centric design experience, thereby enhancing overall user engagement and satisfaction.
Impact
What are the final outcomes and improvements?
Successfully designed and executed a unified Customer Success Platform, which migrated 100K+ customers in the first year off of multiple legacy systems. The new experience increased customer productivity and 94% self-service containment rates.
PROTOTYPE
Balance between functionality and simplicity
Auto-pay adoption
56%
In online invoice payments
$94M
40%
Call center reduction
DESIGN SYSTEM
Unifying the design tool library
Together with a colleague specializing in UI design, I enhanced and expanded the design system, enabling other team members to access a shared library of UI components across our range of products. This initiative significantly reduced the reliance on multiple design tools and licensing costs, thereby optimizing the budget. Moreover, it laid the foundation for a unified design system.
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The illustrations and icons used in the CSP were designed to fulfill the need for visual elements that help orient the user, provide additional context for the page, and create aesthetic variability on pages that tend to be very data-heavy. For illustrations, I started with larger sizes and then sized down; I found it easier to remove and simplify details this way. It also gave me a sense of the object before I minimized it.
ACCESSIBILITY
Inclusive design for a diverse user base
I partnered with a content designer and accessibility professional to ensure that the textual content within my UI flows was accurate, and that any new UI patterns with associated text I developed adhered to the appropriate linguistic standards. I reviewed the work by complying WCAG AA, such as ensuring adequate color contrast and navigability for assistive technologies.
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UI DESIGN EXAMPLE
User journey through the setup of auto-pay
Designing wireframes and UI flows for auto-pay features and user account access on an e-commerce platform required a thoughtful balance between functionality and ease of use. The process started with drafting wireframes that mapped out the user's journey through the setup and management of auto-pay, detailing essential steps such as selecting payment methods, scheduling, and receiving clear confirmations. For the user account access, the wireframes were designed to facilitate easy navigation to personal and account details, as well as product information.
