Transforming CX through User-Centric UX Design
SKUAD.IO, an international employment and payroll platform, sought to optimize its hiring, onboarding, and payroll processes for companies globally. However, they encountered several user experience issues that affected their operational effectiveness and customer satisfaction. This case study examines how Intelligaia, a design and engineering team, revamped SKUAD.IO's user interface to enhance customer experience and foster business growth.
**Intelligaia's Approach**
Intelligaia's UX design strategy was based on four key principles: centering the product, improving processes, boosting productivity, and managing finances. They adopted a user-centric methodology, focusing on SKUAD.IO's main user personas throughout the design process. Intelligaia streamlined both pre-sales and post-sales customer experiences by creating role-specific and contextual dashboards with action-driving notifications. They integrated progress indicators to show advancements in various onboarding journeys.
**Business Outcome**:
Intelligaia's solutions significantly decreased the number of onboarding-related support cases. They emphasized system visibility and transparency across HR, Benefits, and Compliance pathways while incorporating a self-service model into the workflow.
**Business Outcome**:
Users benefited from enhanced self-service options for accessing help. One notable feature introduced was an employee cost calculator on the landing pages.
**Business Outcome**:
This tool allowed decision-makers to explore the platform at no cost, also serving as an effective lead generator. Additionally, Intelligaia produced marketing materials such as landing pages, infographics, ebooks, sales videos, presentations, marketing collateral, and LinkedIn advertisements to promote SKUAD.IO's updated platform. The result was improved efficiency and user satisfaction, coupled with a reduced demand for customer support, leading to considerable cost savings and operational advantages for SKUAD.IO.