TechDesk
Overview
TechDesk is a digital platform that connects small and medium enterprises (SMEs) with expert accountants to streamline their accounting needs. I was tasked with redesigning the "Query Page" to improve the overall user experience, increase engagement, and simplify task management for SMEs.
My role
UX Design UI Design User Research
The team
1 × back-end dev 1 × front-end dev 1 × product designer
Timeline
August 2024 - October 2024
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Problem
TechDesk's existing Query Page made it challenging for users to prioritize important tasks and engage with key accounting documents. SME users often struggled with inefficient workflows and confusing navigation, which led to a decrease in engagement and overall platform usage. This project aimed to streamline the interface, boost user satisfaction, and support TechDesk’s mission to provide accessible accounting services.
Key Challenges:
- Inefficient task prioritization and unclear visual hierarchy.
- Complex navigation causing friction in completing essential tasks.
- Low engagement due to a lack of intuitive design and interactions.
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Solution
Enhancing Task Visibility and User Flow
I approached the project with a user-centered design process, focused on creating a more intuitive and task-driven interface that aligned with the needs of TechDesk's SME users.
Key Changes
1. Improved Visual Hierarchy
The redesigned interface prioritizes tasks and essential information, clearly separating action items from static content. Key actions, such as reviewing reports and meeting with the expert, are placed prominently at the top with visual cues like color and icons, ensuring they stand out and are immediately recognizable. New quick view sections (e.g., Engagement Letter and Payment Details) have been introduced for fast access to frequently referenced documents and details, reducing cognitive load and saving time for the user.
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2. Clear Task Prioritization
The task section is now front and center, with actionable tasks as primary buttons. This makes it easier for users to understand what actions they need to take without missing important tasks. The step-by-step progress bar at the top further enhances task visibility.
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3. Streamlined Activity Section
The activity feed has been improved to ensure users can easily track progress. The most recent activity is now visible at the top, resolving the previous "scrolling" issue, which aligns with usability principles for better system status visibility.
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5. Expert Profile Integration
The expert's profile is now prominently displayed with detailed information about their background and expertise. This fosters a more personal connection and allows users to quickly understand the expert's qualifications.
Outcome
These changes directly addressed user frustrations and improved the overall usability of the platform. By prioritizing key actions, simplifying navigation, and enhancing the system’s responsiveness to user needs, we created a more intuitive and efficient experience for SMEs managing their technical queries. This solution aligns with established usability principles, ensuring that users can complete their tasks with minimal friction.