Live Furnish is a 3D Photo Realistic Image production platform. I was contracted to assess the customer pain points in order to improve the user experience for the start-up.
I set OKRs; increase user retention, attract new users, increase output of current users. In order to attract new customers, improve customer retention and use of the platform I conducted user interviews, observed current on-boarding and training sessions and user research to identify the pain points. After reviewing the data to see where the usage dropped off, I created a user journey map in Miro. By dividing the users into separate groups, I was able to ascertain the most urgent issues. I concluded that an automated help feature was needed, as 75% of all users prefer automated help to live chat. I researched the best apps and tools, created a PRD, and since Live Furnish is a native app the best option is a knowledge base that links back to the platform. I created the knowledge base in Hubspot with embedded instructional videos I recorded in Loom and along with written answers. I re-designed the UI in Figma to accommodate this new feature. I worked with the engineering team throughout the process. The new help feature increased output (high resolution renders) by 30%, new users onboarded faster, significantly reducing the need for additional live training. Potential customers responded well to the product demos at the LV Market, and there was a significant increase in new customers from the mattress and furniture industry.
My next task was to design a training program for an automation feature, and lead customer training seminars. I prepared a customized training template, did walk -throughs and followed up with interviews. Customers were able to produce 10x the renders in half the time using the template, which allowed them to create volumes of Ecommerce and marketing content within hours and increase their sales immediately.
I re-designed the architecture and naming conventions of the asset library for ease of use and to better address user needs so images would be easier to download.
I designed a landing page for the mattress industry. I attended the Las Vegas Market, demonstrated the software for customers, created product specific demos, and generated new subscriptions with three new large mattress manufacturers as well as furniture and accessory manufacturers.
What I did: User Research, User Journey Mapping, Knowledge Base, Automated Help Feature, Landing pages, Site Architecture, Wireframing, Prototyping, Onboarding Training, PRDs, Content Strategy, Data Analysis
Prototyping in Figma
Link to Knowledge base in Figma prototype
Knowledge base with video
4K image output showing mattress construction
User Journey map with customer personas
High Resolution render showing quality of final render