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User Personas

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Client:
ADHD Online
Last Published:
2023
Live Link:
Not available to general public. (See screenshots or relative media.)
Open Project
Related Link:
Related Link:

Relative Media

At some point, this client may have requested a demo or marketing video about the product. This typically happens prior to development for final validation.

Problem to Solve

I was tasked with leading a new UX direction for ADHD Online's public-facing platform, with a specific focus on improving customer service and technical support. First phase of research would result in an interactive persona application, research conducted with the service teams, and an WCAG compliance audit.

Solution

Software Used:
Figma
5
Years Experience
Mastery
Proficiency
Miro
6
Years Experience
Mastery
Proficiency
Webflow
4
Years Experience
Mastery
Proficiency
WCAG 2.2
8
Years Experience
Mastery
Proficiency
HTML
25
Years Experience
Mastery
Proficiency
CSS
23
Years Experience
Mastery
Proficiency
Hard Skills Applied:
UX Research / Validation
Critical Thinking
Accessibility
Artifact Presentation & Delivery
Front-End Development

Research

Working closely with another individual, I facilitated team exercises to explore pain points and opportunities for improvement, ultimately developing a comprehensive strategy that would elevate the platform's overall experience, tone, and vision.

Personas

Through careful research and analysis, I created personas and journey maps for ADHD Online's customers, providing valuable insights into their needs, preferences, and behaviors. Using these insights, I crafted a comprehensive outline for future product growth, ensuring that all features and functionalities would align with customer needs and business goals. This was executed and delivered through a custom build web application using Webflow as a host and developer tool. Implementing an algorith that I had been working on for the last several years that tracked user behavior and emotional metrics that were calculated by page design, user actions, and collected responses from actual users.

Accessibility

As part of this process, I conducted a thorough accessibility audit of the ADHD Online website, identifying key areas for improvement and developing a plan for ensuring that the platform is fully accessible to all users, including those with disabilities. This was done using a custom ticket solution in which I identified locations, examples, suggested fixes, and prioritization for the marketing and development teams.

By leveraging my expertise in UX design for admin, customer service, and technical support platforms, we have enough tools to start moving into phase 2 of development later this year.