Innovative documentation portal with easy access to critical information, achieving a 90% satisfaction rate and 24% engagement growth.
Lead designer from concept to delivery
First phase: 4 months
Second phase: 6 months
🚀 Launched
Juniper's Tech Docs offers comprehensive support and learning content, ranging from onboarding guidance to in-depth articles, to help customers install, configure, and manage their products. It also provides Juniper employees with information to resolve customer inquiries.
Users were unable to find information due to a lack of organization within a product's resources.
Users got lost due to an inconsistent navigation system across products.
Increase customer satisfaction and engagement while decreasing bounce rates.
Build a consistent, clear content structure within a product and across products to set expectations and guide users.
I collaborated with UX Researchers to test the design with 48 customers. The goal was to evaluate the effectiveness of the solution by comparing the previous and proposed websites. The results and data from analytics tools indicate that the design provides well-organized product guidance, expands feature usage, and ultimately increases customer satisfaction and engagement.
I worked with a Content Strategist and Sales Engineers to categorize the documentation based on common user tasks. The new structure provides a progressive path, including learn, set up, how to, and resources. When users enter the page, they can refer to a category that best meets their needs.
I visualized the new information architecture with wireframes. Because of a tight timeline, I chose to prioritize features based on feasibility.
For example, I thought about including a "most-viewed topics" section. However, after consulting with the product and engineering teams, the feedback was that it's not a main use case, and it would be difficult to determine the popularity with existing resources. Therefore, I focused on reorganizing the content, which led to the finalized design in phase 1.
Decision: Left navigation with descriptions in cards for consistency.
After brainstorming various design options and reviewing them with engineers, I decided to display categories as cards with defined steps.
When users select a card, they can view the detailed content and options to switch to other categories.
I facilitated in-depth interviews with 6 customers. During the study, UX Researchers and I observed participants completing tasks and asked follow-up questions.
The new design received an average satisfaction score of 4.2 out of 5. This positive feedback confirmed that we were moving in the right direction.
Participants in the usability study also expressed a desire for enhancements. They found that sometimes it required several clicks to find specific guides, especially when they were uncertain about their search query or the meaning of the card titles.
Our team conducted internal interviews and analyzed user data to determine other design opportunities. One trend we discovered was the increasing use of videos for Juniper's documentation, which we decided to incorporate in future iterations.
Outcome: Expand the project scope to include more resources users need through influencing stakeholders’ decisions.
📚 Provide rich content with direct links to related resources.
📈 Increase engagement with mixed media and surface videos.
🛣 Create a user journey scalable for the vast product families.
Our team revised the documentation categories and identified content tags to provide hints about what type of information to expect from different resources. I collaborated with a Content Strategist and Technical Writers to specify the definitions for the tags.
Outcome: Align more closely with the project goals and facilitate efficient internal content management.
During the project, the Juniper.net website was redesigned with a new style guide. We leveraged its components and templates to create a cohesive experience. Given the complexity of the documentation, we iterated on the layout and content arrangement to ensure the design would be adaptable to future changes.
Decision: Horizontal layout with one page for less clicks and better scalability.
I created icons and visual elements to represent the product and different asset types, including training courses and sandbox resources.
Tech Docs has significantly improved since the redesign. Moving forward, the team plans to scale the design and measure the traffic. Additionally, I will be working on the site search for users to quickly locate content. With multiple ways of accessing information, we will enhance flexibility and address various use cases.