Indaba - Tag Management Case Study

OPPORTUNITY

The first version of the tag management portal was difficult for non-technical people to use and created significant workload for the customer care team. The opportunity was to create a redesigned application that would be easy to use by non-technical customers, increase time to revenue and decrease customer service costs.
EXPERIENCE

Managed team of designers and front-end engineers throughout the process, including Guerrilla research and learning (interviews, surveys, observational research), competitive assessment, and user interface development from wireframes through prototypes and visual design. Worked closely with product managers, sales team and customer care team to refine features and balance business objectives while meeting end user needs.
RESULTS

The redesigned online application allowed users to easily deploy and test new tags and gain valuable, actionable insights about their customers. It was launched in only 6 months, and the launch was followed by a $40 million dollar fundraising round.