Novility H.E.L.P.

Redesign of the ‘Service & Contact’ section, focusing on improving the user experience through detailed research and customer journey mapping. This resulted in a more intuitive website, a significant increase in customer satisfaction, and reduced contact with customer service. I also worked on refining PostNL’s Service in the app, ensuring a more personalized and efficient user experience.

Background

Novility H.E.L.P. is a cloud-based management portal designed to complement the Novility L.I.V.E. training platform. It provides an all-in-one solution for tracking progress, comparing performance, and monitoring training through powerful and intuitive dashboards.

The project

I worked on improving the user experience of Novility H.E.L.P. across three key phases:

Stabilizing the System: Addressing known issues and mitigating potential future problems.
Improving Usability: Simplifying the platform, ensuring that features were easy to access and use.
Boosting User Engagement: Enhancing the platform to encourage users to train more regularly and interact with the system.

Role

As the lead UX designer, I was responsible for creating the user interfaces and designing the interactions between the platform and its users. My tasks involved conducting user research, collaborating with a product researcher and developer, and managing various stakeholders. I took full ownership of this project, driving the UX improvements from conception to implementation.

The outcome

Key improvements included:

A clearer overview of trainee progress and performance
Enhanced training analytics with PDF export options
Easier course customization

These changes resulted in:

Higher user engagement and increased training frequency
Improved insights for supervisors into trainee performance
A more focused approach to identifying and addressing areas for improvement