A UX analysis of key client communication letters
UX research analysis on 4 client communication letters, examining user journeys and pain points to recommend improvements in experiences and communication for first-time buyers and lapsing customers.
Timeline
3 months
Letters analyzed
4
35+
9
Tools used
Miro, Notion, Figjam, Alida
Challenge
The communication process for four client letters was outdated, confusing, and missed key notifications via SMS or email. The letters were often redundant and used old, inefficient tools.
The task was to overhaul the process, establish an ideal communication flow, and prevent future pain points, especially during the system migration.
Results
I created ideal flows for each user persona, introducing SMS alerts, a client portal for tracking approvals, and a dashboard for managing preferences.
I reduced redundancy, minimized human error, and improved readability with graphs and animations.
The UX writers and communications team then took over and used the research to begin crafting new and improved letters, as the first step of the MVP.
I transitioned to a more UI-focused project but successfully passed my research to a new team, guiding them in rewriting the letters with my insights. This set the foundation for the MVP, moving toward the ideal golden state.