STUTI SHAH

Whatfix Information Architecture

Revamping Information Architecture for Whatfix products to enable multi-product strategy.

  • Role - Product Designer (September 2022 - June 2023)
  • Team - Project manager (Melissa), Product Designer (Mrinmoy), UX Writer (Jessica)

Overview

Whatfix was expanding its product offerings beyond its Digital Adoption Platform (DAP). This project involved creating an enhanced Information Architecture framework for Whatfix Guidance and other products to ensure alignment with customer mental models.

Business Goal

Need for the revamp

Design a standardized Information Architecture framework that would scale across all Whatfix product lines, improve feature discoverability, and support the organization's multi-product strategy.

The existing Information Architecture had poor usability with only a 27% success rate in tree testing, causing user confusion and limiting product growth potential.

Goal of the project

Previous IA (Information Architecture)

Deep dive into problems

Strategy

Solution Space

  • Card Sorting: Identified common grouping patterns in how users categorized features
  • Framework Components:
    1. Product switcher for scaling across multiple offerings
    2. Account switcher for multiple enterprises
    3. Contextual product navigation
    4. Global utility navigation
  • Tree Testing: Multiple iterations improved success rates from 27% to 54%
  • UI Design with Product Switcher: Three iterations to test to improve visibility and usability
  • Moderated Testing: Achieved 88.7% success rate for DAP and 92% for Product Analytics

Final implementation

Impact

Learnings

Challenges

  • Importance of testing even when initial IA doesn't perform well
  • Value of leadership and project management guidance
  • Need for standardizing terminology within the organization
  • Importance of stakeholder alignment for successful implementation
  • Balance between design and user perspective and practical implementation
  • Getting stakeholder alignment across the organization
  • Finding common ground while implementing low-risk, high-value improvements
  • Considering impact on different PODs, support materials, and marketing initiatives
  • Addressing existing customer concerns about terminology changes

Design Process

As this is a project under  NDA, visit the   link  to view the project in detail.

What more would I have done?

  1. Implemented role display in the profile tab

  2. Developed pinning/favoriting for accounts in the switcher

  3. Conducted more extensive customer testing

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