UX Lead

This project focused on moving 2.43 million customers to a new e-mail platform. It delivered an e-mail migration portal that proactively understood customer issues and provided solutions.

A similar migration in 2013 did not go well. The customer experience of that migration was so bad that it drove the NPS of -42. Migration is not a seamless process. Users need to follow a few steps before they migrate. The project had to design the overall customer experience that made migration feel as seamless as possible. The critical goal of this project was to have a positive NPS.

I had to improve the overall customer experience for users during the migration process. I started by mapping the various steps in e-mail migrations. I created a customer journey map documenting possible steps and user interactions during each step. The Customer Journey maps were optimized iteratively to reduce the number of steps for users and automate many steps. Once the various steps for migration were confirmed, I followed a user-centered design process for each possible step to create a better user experience at each touch point.

Kindly visit this to see same of wireframes for various touch point. Complete Wireframes | Interactive Prototype(Mobile)