Window Nation is the 2nd largest window and door installation company in the US.
As you might think, what's the need for a UX designer in this setting? Well, the company is undergoing a technology transformation for both internal processes and customer-facing products. During my internship, I created the design system for the digital customer experience from the ground up and delivered the experience, which is currently live on their website.
Younger customers want to interact with Window Nation digitally, instead of having to call in to get any information.
The lead generation form is live and has contributed to a ~12% increase in digital leads over the quarter.
We conducted research by evaluating various call center calls, recordings from in-home visits, and customer reviews. We found 3 major issues with the lead generation process for Window Nation.
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But with any corporate setting, it becomes necessary to balance the customers' needs with the business needs.
But what information helps customers choose Window Nation? Our survey showed 3 factors as most influential for customers.
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By helping customers learn the vocabulary around window replacement, we could help them feel more empowered about their decisions when talking to sales reps. This would also allow sales reps to have more fruitful and succinct in-home visits.
By allowing customers to fill out a digital form, we make generating leads easier and provide them with details about the window replacement process.
Based on our ideas, we developed a user flow for a digital experience that would inform our prototypes. We gave a lot of thought to the story we wanted to tell and tried to provide useful information to customers through the journey strategically.
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With our low-fidelity prototypes, we tried to imagine a mobile-first experience for the product knowledge and form intake. The exercise was helpful in understanding what UI elements we would need to create and deliver the high-fidelity prototype.
One of the big parts of this project was trying to create a scalable design system for Window Nation, as this didn't exist yet. I took the lead on this part of the project as I wanted to learn the skills to develop a design system with Figma variables.
Through this mini project, I gained proficiency in working with variables, auto layout, and components in Figma to establish a scalable design system.
With the simple design system in place, it became easier to assemble a prototype. We were able to deliver the high-fidelity prototype to the developers in two weeks.
After creating a high-fidelity prototype, we added notes via Dev Mode in Figma and monitored the development with the team.
APPOINTMENT.WINDOWNATION.COM ↗While this project made up most of my work at Window Nation, I also created testing plans and conducted user testing for two platforms. I also contributed to the ideation of the referral process for Window Nation.
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