UX Audit & Research Benchmarking
Benchmarking 'Customer Connect'
Industrial UX Audit
My Contribution
UX Audit & Heuristics
Research Benchmarking
Information Architecture
Design Strategy
My Role
UX Strategy Consultant
Project Focus
Identifying friction and benchmarking task success rates for the 'Customer Connect' ecosystem.
Primary Goal
Defining a scalable roadmap and benchmarking performance to justify the ROI of a strategic overhaul.
Research Methodology
Heuristic Evaluation
Applied 10 Usability Heuristics to identify severe interface violations affecting operational safety.
User Task Analysis
Deep-dive interviews and observations with 70+ Plant Managers to map 20+ critical operational paths.
Research Benchmarking
Quantitative performance measurement against industry standards to justify the ROI of design debt resolution.
Strategic Roadmap
A prioritized 12-month evolution blueprint balanced against technical feasibility and business urgency.
Key Outcomes
Critical Friction Points identified and mapped for resolution.
Roadmap for a reduction in task completion time.
Alignment on a new Information Architecture across all business units.
Audit Deliverables & Artefacts
Heuristic Violation Map
45 Points
Identified UI elements leading to data entry errors.
Task Success Benchmarks
12 Metrics
Quantifiable time-on-task measurements for core flows.
Systemic Pain Points
70+ Points
Comprehensive registry of cross-platform friction areas.
Unified IA Blueprint
V1.0 Draft
Standardized structure for all future industrial modules.
Strategic Gap Analysis
Our evaluation identified critical friction points that hindered operational velocity.
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The Audit: Identified significant 'Friction Debt' in the legacy IA, leading to 70+ identified pain points across the platform.
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Benchmarking: Benchmarked 'Task Success Rates' against industry standards, revealing a 30% lag in critical maintenance workflows.
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The Strategy: Absence of a North Star design language, requiring a unified strategy to prevent fragmented development across global teams.
Audit Methodology (Heuristics)
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Analysis: Detail the heuristic evaluation and plant visits. Audited task flows for Plant Heads and Managers to identify high-risk friction areas.
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Insight: Identified systemic usability issues that directly impacted plant operational safety and data entry accuracy.
Research Benchmarking (70+ Participants)
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Process: Describe the benchmarking process with 70+ participants. We didn't just design; we measured current performance to justify ROI.
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Data-Driven Validation: Quantifiable metrics allowed stakeholders to see the direct correlation between UX friction and operational downtime.
Strategic Roadmap (The Blueprint)
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Insight: Explain the Proposed IA and Task Flow Recommendations. This served as the master blueprint for the design team.
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Scalability: A unified Information Architecture ensures that future features can be integrated without increasing user cognitive load.
Quantifiable Impact
0
Critical Friction Points identified
Mapped for immediate resolution in the next development cycle.
0
Target Reduction in Task Time
Achieved through streamlined maintenance and booking workflows.
Key Learnings & Reflection
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Data over Opinion: A UX Audit isn't just about finding what's broken; it's about defining the ROI of fixing it.
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Contextual Reality: Visiting energy plants revealed that "desk-side" design doesn't account for high-pressure industrial environments.
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Master Blueprints: By benchmarking the current state, we gave the data-driven confidence to build a world-class industrial hub.
Scalable B2C Design
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