Gloo Knowledge Center
Problem: Users struggled to find information about their purchased products and ministry resources, leading to confusion and high support call rates. Gloo needed a centralized website for FAQs, support, ministry resources, and best practices.
Process: We created a sprint schedule and identified stakeholders. Through ideation sessions, we developed personas and user journeys, validated by feedback from ministry leaders and external pastors. We mapped user journeys, created prototypes, and conducted user interviews to refine the “Knowledge Center.” Feedback led to design changes, improving messaging, functionality, and aesthetics. We tested these changes with users and presented validated designs to management.
Issues: We discovered more personas than initially expected, including communications directors, volunteers, and elders. This required multiple login roles and resource-sharing options. These adjustments received positive feedback and improved user experience.
My Role: I led the UX process, including sprint planning, designing mocks, conducting user research, synthesizing data, and collaborating with developers. I enhanced my skills in UI design, user journey mapping, and building components. This project significantly improved my sprint planning and cross-functional collaboration abilities.
Full Website: https://www.gloo.us/resources/library