Client

Symbio Global

Location

Australia

Year

2022

Project background:

Customers are provided with a PDF Contact Card to refer to for resolving their issues. A new Contact Card solution is required.

The updated contact card solution will be driven by the voices of the Symbio

staff, focusing on:

Finding opportunities for improvement from the current state
Based on Sales, Operations and external customer requirements, design a product that meets the overarching criteria of all the stakeholders
Competitor analysis

Key deliverables

In-depth discovery work with all stakeholders
Assets including personas and journey maps
An end-product design based on your research findings
Competitor and desktop analysis
Service map to demonstrate the workflows that exist around
the contact cards

UX/UI Case Study - Symbio Global

Symbio Global

Symbio is a B2B company, with global businesses such as Google, Twilio and Ring Central. Symbio also services telecommunication and IT resellers who can range from 1 or 2 ‘man band’ type businesses right up to larger IT companies and telcos such as Aussie Broadband. Due to the somewhat complex product offering, customers need an effective way for them to reach the right support person who can immediately help solve their issue.

Project Duration

2.5 Week Sprint

29th Aug - 14th Sept 2022

Who

Role: Project Co-lead

9 UX/UI Designers

Tools

Figma, MIRO, Trello

Adobe Illustrator, Zoom

Google Meet

As part of the 9-person team, my role was to co-lead and ensure team continuity to meet the 2.5-week deadline. Specific tasks and

responsibilities included scoping framework, problem statement collaboration, 1:1 stakeholder and user interviews, synthesis of data to create a persona and customer journey map, ideation workshop assistance, low fidelity and high fidelity wireframes, user testing and final prototype delivery.

Anchor 1

Discover

A very rewarding challenge for the team, diving into a whole new world of technology in Saas, CPaas and Taas. We interviewed several stakeholders, and the deeper we researched, the more we had to research, and the more we learned. The bigger our pivot.

Copy of Final Symbio Contact Cards Project - Academy Xi Team 2.png

Copy of Final Symbio Contact Cards Project - Academy Xi Team 2 (1).png

Define

We pivoted. We were briefed about the internal issues to resolve. Our research led us to external issues. Our focus was "Greg".

Copy of Final Symbio Contact Cards Project - Academy Xi Team 2 (2).png

Develop

How we can help "Greg"? This wasn't the sole problem. Resolving Greg's issues led us to ideate a solution for the company's issues. These two were hand in hand in the process, and it was important we helped the stakeholders understand the issues of Greg to get their participation in our workshop.

Copy of Final Symbio Contact Cards Project - Academy Xi Team 2 (3).png

Deliver

Our protoyping and testing was in-depth. We tested with customers from around the world in different timezones. We tested with high-level stakeholders with huge pain points to address. Our wireframes iterated and iterated, and we delivered two prototypes - an internal stakeholders solution and an external customer solution.

Lo-fidelity Wireframes & User Testing