Expert review and usability improvements
Evaluating and improving the usability of Ruby’s customer portal
Ruby provides an affordable solution for small business owners with busy schedules by offering a friendly answering service. Customers can use the Ruby app on desktop or mobile to manage leads and adjust their availability, or “status,” to take incoming calls.
While conducting an expert review of the desktop app, I discovered that the Status page had a large number of usability issues. Using my research findings and customer feedback, I designed solutions that led to improved usability and a 28% decrease in status-related support tickets.