Pathways Document Management

Customers expect to be able to organise their documents in subfolders and hierarchies. This is how their documentation is already organised. Leading document management vendors that our customers rely on all provide subfolder functionality. This issue prevents our customers from mirroring the folder hierarchy they use offline and in the data room with that used in Pathways.

I led this project with the Product Manager and the Lead Engineer. I was the sole individual responsible for User Experience and I personally created the deliverables that you will see in this case study. I saw the project through from the kickoff meeting, to the launch, and through multiple rounds of iteration afterwards.

I began by digging into our historical data, surfacing user pain points and barriers to conversion. Using anonymous session recordings, I was able to put myself in our’s shoes and identify the pain points when organising documents. On this project, we used Fullstory to search, see, & analyze your customer’s journey.

This project drastically affected multiple different areas of the organization, which at times had conflicting interests. I conducted interviews with representatives from Leadership (CEO), Product, Sales, Customer Services, and Engineering to understand each part of the company’s unique requirements and concerns for the design.

Mapping the user experience interaction is a crucial part of my creative process. The interaction diagram is a tool I use to better understand the scope of the proposed works, and it also stress-tests concepts to be further developed in the low fidelity, wireframing part of the design process.

Best in Class

Undertaking best-in-class research helps me understand how other companies or competitors may have solved the same problem, and can influence my process using tested outcomes and due diligence. The main purpose is to collect the best consequences within a specified category, and use these ideas to inform my design. For this project, I used Dropbox and Google.

Once we had a solid direction for the design, I began to produce multiple different variations of wireframes. I then put the designs in front of users and stakeholders for testing and feedback. This helped me to narrow the design down to three major variations, which I used to establish a single design framework, and thus move into the final design.

After the first iterations of design got approved, I began to create high fidelity designs. During this phase, I worked even closer to the development time. On this case study, I’ve used 90% of the Ansarada component library. The folder component was a new addition to the Ansarada component library.

To confirm whether a document management feature has hit its overall objectives, I use three different ways to measure it, quantitative, qualitative and customer satisfaction.