Streamlining a Critical Content System

Being the world’s largest e-commerce brand doesn’t exempt you from growing pains. As our client increased its global workforce, the ability of those employees to perform vital content and communications work was continually hamstrung by an internal content platform that couldn’t keep pace. The time and effort required to access, edit, distribute, and manage content had grown to a critical degree – but internal resources were not at the ready to make much-needed improvements to the platform. 

Ultimately, division leaders looked outside the company for a solution that would get things quickly back up to speed. Naturally, they turned to Filter.   

We built an expert team led by our senior UX design consultant, who first worked to uncover the organizational, operational, and technical issues behind the problem – and then developed a program plat to resolve them. Phase one included an audit of the platform’s usability and design capability, as well as an analysis of how all users – from content producers on the back end to marketing and salespeople on the front – interacted with the system across myriad tasks and circumstances.  

Based on these insights, the team determined where immediate changes could be made to deliver quick and meaningful results. They developed user stories and flow diagrams, storyboards, and other experience flow artifacts, gaining input and feedback working alongside the client’s internal stakeholders. In turn, Filter also provided design compositions and prototypes for updates to existing platform features, components, and navigation.

They also conducted user validation testing to confirm the efficacy of designs and inform further UX decisions, presenting and defending platform and feature design execution to stakeholder teams. Design documentation and assets needed for the successful implementation and deployment of their work were also provided. 

This validation testing confirmed that our solution drove measurable performance improvements for the client user groups, resolving issues of accessibility, throughput, delivery time, and ease of use. As a result, the division was better equipped to execute work quickly within shorter deadlines. Working alongside our client’s internal team enabled our consultants to determine the root issues more quickly and efficiently, fueling their ability to create a solution that met the client’s needs. 

Moreover, Filter’s team designed its solution – and the processes that support it – to scale across the client’s larger organization and be easily deployed in different facing similar challenges.  

Indeed, Filter’s work drove efficiencies to such a degree that our solutions became standard procedure in multiple areas within the division. Based on these achievements, our consulting team continued their work well beyond this original project, supporting other UX design initiatives for platform and process improvements.