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This was a continually iterating project working off the company's many years of customer feedback on the product. The first priority was to make UI and overall design updates across the application not only more pleasing, but more importantly more useable. This very quickly bled over into UX and usability design problems that we had to tackle.

My first job was to sit with the customer service team to fully understand the products, then gain as many insights from them in their 20+ years working with their loyal clients. After that I did competitor analysis and research to understand how others were handling some of these issues already.

This began a process of iteration, testing, and launching that worked closely with the other teams to ensure the changes were helping agencies and customers to navigate with ease.

After the initial changes across the app, we then did major deep dives into some of the more complicated aspects the application offered. This includes an entire automated email system that needed to work as a custom creation platform as well as a turnkey marketing solution for the agencies.

This was an exciting challenge because there were so many different ways we needed it to work for different users. I got to work closely with the team to reimagine the functionality of this section of the app. We rolled out features in this section slowly and made changes and iterations based on customer feedback.

It was a satisfying project because we were able to make the lives of our customers easier, allowing them to think less about the tools they were using so that they could serve their client better.