Defining Interactive and Visual Design Standards for Enterprise

Complex Data Tables

Empathy & Early Stage Discovery

“It’s quicker to call. I can never find the answers online and when I try to do it, I usually end up more confused. I’m not sure if I can trust the data.”

Early stage discovery

So I asked the questions: “What’s up with vehicle trade-ins, anyway? What sort of numbers are we dealing with here on a national scale?”

2016

~16

million
…new and used cars sold through trade-in deals
2024

~15-18

million
…new and used cars sold through trade-in deals

Symptoms & Metrics

Increase: B2B Service Calls

Month-over-month rise in B2B customer calls about accounting info already available in the back-office portal.

Increase: Mobile Usage

Month-over-month rise in mobile device usage across B2B and B2C environments.

Decrease: B2B Portal Logins

Month-over-month decrease in B2B portal logins (despite rise in new business partnership acquisitions).

Business Perspective

Our B2B customers are becoming increasingly frustrated with the back-office portal. What used to work for our customers is no longer working for them.
Business Hypothesis
Stagnant UI patterns in the B2B back-office portal may no longer align with user expectations. A heuristic review is recommended which will likely uncover usability issues contributing to increased support calls, accounting mistakes, and reduced B2B portal usage.
Experiments