Apr-Jul, 2021
Web App
SaaS
Ruilu Chen
FE Engineers
BE Engineers
XFN PM & Designers
Product Audit
Wireframe
Workshop
Prototype
Interview
Usability Test
Pantheon, a leading WebOps platform, has recently introduced the Front-end Site tool suite (also known as Decoupled site or Headless CMS). During the early access phase, it became apparent that the disjointed site creation workflow was hindering customers from adopting this new product. To address this issue, the site creation experience was optimized by consolidating the 25-step process across 3 separate dashboards into a streamlined 5-step process within a single wizard.
As a result of these enhancements, user tests indicated a 90% reduction in task completion time, enabling a seamless transition from early access to a fully operational, general access-ready product.
Creation process includes 26 screens across multiple dashboards with little instructions, result in 96% failure rate.
3/4 started with the wrong order, created the front-end first.
4/4 complained need to remember the way back to continue
✅ Simple starting points
❌ Extra clicks to see templates and customize options
✅ Easy navigation between tabs
❌ Overwhelming & cluttered
Based on the test feedbacks, I updated option B with headers and dividers. The new design is easy to navigate and scalable for more templates.
While expecting a one-stop shop for the site creation, customers are actually facing a chaotic process. There are 26 steps across 3 dashboards, which result in multiple drop points.
View drop points map
The ideal solution seems obvious.
Update the instruction messages to speak customers’ language, empower customers with the external documentation links....Small efforts can bring great value.
Test metrics reflecting the success of site creation enhancements.
With the iterations on hi-fi prototypes and testing results, I successfully got buy-in from cross-functional team PM & tech lead, and broke down the roadmap for developers to create tickets.
