Megan Snow
Megan Snow
Port Orchard Consulting Website
Project: Redesign the Port Orchard Consulting website to market its newest offering.
* Note: Port Orchard Consulting has incorporated with Resurgam Systems and is now Snowise Technologies.
Goal: The project aims to redesign the website to market the company's newest offering.
Target user: Customer success managers of a high-tech company with less than 150 employees or a person tasked with purchasing a CSM service.
My role: UX designer. I joined the team during their ideate phase and worked with them through the completion of the website.
Teammates: Stephen Wise (CEO) and John Snow (CTO)
Date of the project: February 19, 2024 – March 1, 2024
Location of the project: The project was worked on remotely.
Empathize:
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The team had conducted research before my arrival. They shared what they had discovered and gave me a general persona. They also shared problem statements and solution statements.
Define:
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The CEO and CTO’s primary reason for redesigning the website was to announce a new offering to their consultation package. They plan to build a customer success platform.
The pain points that the team decided to solve were:
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Current customer success tools require self-installation, manual entry, and significant time spent engaging with the tool. This risks user adoption of the product.
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Misalignment of success criteria causes communication gaps, which affects customer goals, satisfaction, and product value realization.
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Many customer success teams don’t have standardized procedures, resulting in decreased efficiency, scaling ability, and training. It also negatively affects the customer environment.
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The current CS market requires the customer success team to be experts, and technical ability can vary greatly from person to person and team to team.
Ideate:
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The founders of Port Orchard Consulting initially approached me to conduct a competitive analysis to see if there was a gap in the market for the product they wanted to build. They had already done a lot of research and interviews to test interest in the product and determine user pain points. I researched several direct and indirect competitors using their company websites and third-party review websites and by reading reviews from customers of these competitors. I made many notes for my use and compiled what I had learned into an easy-to-digest report for the founders.
Competitive Audit
I was also tasked with completely redesigning the company website to reflect the redirection the company was taking and introducing its newest offering.
I began by asking for the content the founders wanted on their website. Beautiful design is secondary to the content. They presented me with their original website, sales pitch slides, and a document of ongoing ideas. I read through these a few times to get a general sense of what they were trying to communicate on their website.
Since it was a complete redesign of the original, I verified what, if anything, the CEO wanted to keep from the original website. He wanted his ferryboat movie and some content from the original website.
I created a site map with a general layout of how the content should be organized.
I created paper wireframes.
Prototype:
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I created digital wireframes with some of the content written out. We used Figma to collaborate on the wireframes. Normally I would have liked to have more feedback on just a low fidelity wireframe but the team was having a hard time visualizing the final product so I adjusted how I did the wireframing
We worked through the content and finalized it, along with how it would be organized.
It was important for the CEO to have a sleek, modern-looking IT company, and he wanted to have some movies and hi-tech images on the website. I sent several examples of what we could include. We finalized which pictures and movies to include and where we would include them.
I started the final design on the Wix editor. I was given complete access to everything. I based color schemes on the main image that was selected. I made sure to use colors with enough contrast to meet accessibility standards. I also chose a font that was clear and easy to read, ensuring the writing was in a hierarchical format. I adjusted the opacity of the movie selected for the header and added outlines to the tile so that the title would stand out and be easy to read. I added alt text for any relevant images and set the movies to auto-play on a loop with the ability for the user to pause the movie. I asked for feedback after completing the first few sections of the homepage. The team was very happy with it. I felt confident moving forward with the final design.​
We designed the desktop first because we believed most users would use their laptops for work. We then adjusted the design for the mobile website. The main change was removing some decorative images. This kept the content of the website clean and appealing. We later learned that half of the traffic comes from mobile devices.
Paper Wireframes
Final Website
Testing:
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Once the design was finalized and launched, I ran the website through a grammar checker and a website-accessible scanner. We also tested the website to make sure it flowed well. We also asked for early feedback from close friends and colleagues. The team published the website early.
What I learned: I learned a lot about collaborating on a team. I also learned how to come into an ongoing project, get caught up, and give impactful advice. I also learned not to tell anyone it’s finished until after I have run a grammar and accessibility check.
Final thoughts: I am happy with how the website turned out. It was interesting working with non-designers. The team highly values user experience design, which made my role easier. Everyone was excited to work on the website and had many ideas. I implemented the ideas as best as possible while maintaining a good user experience.
Next steps: Next steps are to build the platform and continually update the webisite to reflect the company and any new products launched.
Note: Since the initial website launch, Port Orchard Consulting has incorporated with Resurgam Systems and become Snowise Technologies. The website has been updated to reflect this change.