About the Problem:

Sambaplay is a video sales platform with unreliable data. Users ignore the platform and use their own tools. The challenge was to identify crucial data and sources and improve the legacy codebase.

Design process:

I used design thinking to identify challenges and opportunities and launched the initial version in two sprints, iteratively improving it based on user feedback and constantly changing requirements.

Escopo: 5 sprints

My role

In this project, I was a designer responsible for user experience, creating deliverables with attention to detail and being in contact with PM and engineering.

Metrics:

• Reducing customer report-related tickets.
• Increasing the NPS (Net Promoter Score) for admin.
• Increasing the average time spent on report pages.

Old UI

Understanding the problem

• I used a CSD matrix during a heuristic analysis, benchmarking, and interviews to map the problem.
• I customized the matrix by adding two columns to record insights and next steps.
• I reviewed our homepage, ensuring visibility, consistency, flexibility, and understanding.
• I used these insights to create an interview script for users.

Interviews

• I interviewed four users of the subscription and transaction models.
• On some occasions, a team member assisted in recording information, allowing me to focus on the conversation.
• The recorded discussions resulted in valuable insights.

Lessons Learned

• Through research, we discovered some pain points such as confusing reports that led to neglect of data or seeking external help.
• We were losing customers to competitors due to lack of information sharing.
• The high number of support tickets and user confusion regarding cancellations and expirations indicated additional issues in the user experience.