2023 ・UX design

Webex User Hub- User Settings

Catalog

  • Challenges

  • Design process

  • Results highlights (Prototypes)

  • Problem statements

  • Target audiences

  • Business goal

Problem Statements

01 High Complexity in the SMB Admin Portal Experience

Previously, administrators had to rely on the IT-focused Webex Control Hub to perform even basic user updates. This portal was designed for advanced administrative tasks and could be overly complex for SMB customers.

To reduce this friction, we introduced simplified user management features tailored for SMB users. The new experience surfaces only the essential settings, allowing common tasks to be completed in just a few clicks.

02 Retirement of the Old Calling Portal

With the retirement of the legacy calling portals, we needed to create the design which is able to migrate existing functions and settings into the new portal while ensuring its scalability and resilience to support future calling requirements.

Business goal

“While our product is primarily enterprise-focused, we recognize the importance of SMB users. By continuously enhancing the SMB UX, we seek to boost user retention and lower customer service call costs.”

Target audiences

“ Users without IT knowledge or IT roles”

“It's a significant cross-team project where we are tasked with integrating a new component library into our design workflow and collaborating with a remote engineering team in a different time zone.”

Challenges

01 Embracing a new library and guidelines

Adopting the new component library required strict adherence to updated guidelines to ensure consistent styling throughout.

02 Adapting to a new collaborative team

Collaborating with a new team required adapting to a different workflow. As a designer, I dedicated significant time to understanding our current feature capabilities to ensure alignment with the engineer-driven process.

03 Bridging the time zone gap

To facilitate communication across multiple time zones, we created a wiki to document frequently asked questions and incorporated clear indicators and detailed notes within our design files.

Final Design Proposal

01

Basic users info editing

In this demo, you’ll see a high-fidelity prototype showcasing the streamlined design for basic user information management. I used this prototype to communicate the vision with both engineers and stakeholders.

02

Calling configuration management

With this high-fidelity prototype, I demonstrate the new streamlined calling settings page, designed to enable individual customers to easily manage all their calling configurations.