Enhancing Self-Service UX for a Real-Time Personalization Platform

A leading provider of cloud-based software specializing in real-time personalized experiences, advanced targeting, and segmentation for B2B and B2C markets.

Challenge

The client sought to improve their self-service testing, targeting and perzonalization platform, making it more intuitive and accessible for both technical and non-technical users.

The new approach should increase existing customers satisfaction and retention and attract new customers worldwide.

Solution

Through workshops, focus groups, and targeted questionnaires, we identified pain points among marketers and developers. The existing platform was initially built for technical users, making it less accessible to a broader audience.

Our approach retained the platform’s core functionalities while introducing a redesigned UI/UX, ensuring an intuitive experience without requiring technical expertise. We minimized changes to the core software while maximizing usability and efficiency.

The improved solution was supported by learning materials including video tutorials and user guides making it even easier to learn.

Business value provided

Increased user satisfaction, boosting client retention and acquisition.
Enhanced sales performance by making the platform accessible to a wider audience +3 new clients over the next month, +7 over the quarter.
Improved usability for non-technical users while maintaining advanced capabilities for technical teams leading to 3-days Adoption.