Steve Lindgren
Creating better self service for new customers
It was 2019 and I was on the hunt for a team of experienced product developers to work with. That’s when I found Raken – an organized and knowledgeable team that took a lot of pride in their work and had a lot of mutual respect between coworkers. I was thrilled when I was given the opportunity to become a Product Designer on their product team.
In my role, I worked closely with the design team to create a new design process and facilitate workshops to solve problems. I also worked with product managers and engineers to complete cross functional projects. One of my main tasks was to simplify the registration process and make it as easy as possible for users to get started and self service any issues they where having.
To create value for first-time customers, I worked with different departments like marketing, CX, product and engineering to identify and capture opportunities. We mapped our customers journey to identify patterns and trends.
Ultimately, we found an unmet need in the customers first-time experience in the product which allowed for optimization. This enabled us to capture more information about our users and provided agents with context on their needs when it comes to marketing or sales processes. It was all about creating better self-service through simple experiences that where easy to understand.
Worked closely with the design team to create a new design process and facilitate workshops to solve problems
Worked with product managers and engineers to complete projects
Identified and solved customer registration flow problems
Created a new pricing and checkout experience for signed in and signed out users
Documented and contributed to the Raken design system, called Athens
Design Thinking: Used design thinking to identify and solve problems with customers, create a new design process, and optimize for conversion.
Cross-Functional Collaboration: Collaborated with different departments like marketing, CX, product and engineering to understand customer needs.
Design System: Documented and contributed to the Raken design system, called Athens, to reduce overall development costs.
Product Development: Worked with product managers and engineers to complete projects and create a new pricing and checkout experience.
Visual Communication: Visually communicated value to customers to optimize for conversion.
Native App Experience: Built flows within our native app experiences to push users to sign up on the web.
