Objective: Transform a Nordic Dev Docs portal into the global documentation hub for the entire Nexi Group, centralizing resources for developers across all regions and improving support accessibility.
Key Challenges:
- Inconsistent Structure: The existing portal was developed without oversight, resulting in an inconsistent user experience.
- Global Integration: Adapt the portal to serve diverse regional requirements.
- No user mapping
Research and Discovery
- User Research: Conducted user interviews and surveys to gather qualitative and quantitative data. Utilized Hotjar to analyze user behavior and gather direct feedback.
- Competitive Analysis: Reviewed similar documentation portals to identify best practices and potential areas for improvement.
- User mapping: We discovered that the portal's user base was not limited to developers. It also included product owners, sales representatives, and a significant number of Nets customers seeking support information. This insight was crucial as it guided us in structuring the design to fit the needs of these user groups.
Design Process
- Wireframing and Prototyping: Developed wireframes and interactive prototypes to outline the new structure and user journey. Iteratively refined designs based on user feedback and testing.
- User Flows: Created streamlined user flows to ensure intuitive navigation and easy access to documentation and support resources.
- Collaboration: Worked closely with the support team to integrate their insights and address common user challenges.
- Portal Reconstruction: Implemented a complete redesign, aligning with the new brand guidelines to enhance UX and UI. Integrated a new Nexi component library to ensure consistency across the platform.
- Design Assets: Created wireframes, prototypes, and final design layouts closely with the devs to ensure a cohesive and visually appealing user experience.
- Content Adaptation: Tailored portal content based on user behavior patterns and feedback, ensuring relevance and usability.
- Support Integration: Enhanced the support framework within the portal, facilitating seamless communication and effective problem-solving.
- User Feedback: Positive user reception, with improved accessibility and ease of navigation.Increased engagement and satisfaction due to the streamlined design and enhanced support resources.