The Premium Experience

SaaS Product + Redesign
Project Overview

One of Gallup’s CliftonStrengths suite offerings for Higher Education Institutes. This platform provides tools and resources for institutes that implement Strengths-Based-Campuses for large-scale initiatives to improve campus wellbeing and culture.

The legacy platform, which was built in the early 2000s, desperately needed more than a simple re-design, it needed a complete rebuild.

Responsabilities 

Acting as Principal Lead Product Designer

  • Interviewing internal partners to have continuity on Education Practice services and crafting blueprints and customer journies based on those sessions.
  • Auditing features within different platforms.
  • Creating and conducting interview sessions for current customers to build persona profiles. 
  • Analysis and gathering insights for persona building. 
  • Integrating existing design systems to build and design mockups.
  • Validate mockups with feedback sessions. 
  • Prorotoype and integrated based on tester and stakeholder feedback. 
Problems
  • The current legacy platform was physically degrading on an old framework and couldn’t scale for our biggest client – 400k users over 10 years.
  • The user needs have evolved over the years that were not meeting expectations.
  • Big customer purchasers on the Basic experience refused to upgrade to Premium.
  • Big clients were downgrading from the Premium Experience.
Timeline
  • Persona Development / 2 months
  • Product Ideation / 2 months
  • User Testing / 1 month
  • Development / 7 months
  • Client Migration / 4 months
Results & Outcomes

%

Increase in user engagement

Hours saved a day per admin user

%

Decrease in support tickets (seriously)

New clients within 6 months after launch

Used by 100+ Colleges

Hundreds of more educational institutes use Gallup’s CliftonStrengths product as a non-Premium client.

Mini Case Studies

Investigation
Service Blueprinting
Investigation
Feature Audit
Research
Higher Education Personas
Evaluation
Wireframe & Mockup Feedback Sessions
Visuals
The Final Product Mockups

A Product as Essential as Toilet Paper

During a user interview when talking about barriers to purchasing the product, he expressed concerns that he had to pay for toilet paper that year and couldn’t make the decision between the product or toilet paper. I hope it turned out okay… it sounds like a shitty situation.

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