CSS Software - A multi-faceted design overhaul spanning product interface to brand identity.
User Advocacy & Empathy
Leveraging my background in direct user support, I served as the Subject Matter Expert to bridge the gap between customer pain points and design. I translated years of qualitative feedback into actionable UI improvements, streamlining complex workflows with a focus on user empathy.
High-Fidelity Design & Stakeholder Alignment
Following an intensive discovery session with engineering, I synthesized system requirements into a comprehensive design proposal within 24 hours. The strength of these high-fidelity mockups secured immediate stakeholder buy-in, leading to my expanded role as the lead for GUI feedback and asset production.
Visual Identity & Navigation Strategy
To minimize the user's cognitive load, I maintained our established side-navigation structure, allowing users to focus on new features rather than relearning basic interactions. I then designed a custom suite of UI icons and a new application logo, ensuring the visual language was both functional and cohesive with the broader brand identity.
New Scheduling feature module
While the core application was in development, a simultaneous shift in franchise policy introduced a new requirement: time-slot scheduling. I quickly synthesized these evolving business requirements into a functional proposal. This document was presented to executives, managers, and a pilot group of power users, securing the approval to proceed. I then integrated their feedback into a final, refined design that aligned both business goals and user needs.
Technical User Guide
To support the launch of this specialized system, I authored a detailed user manual to assist franchisees in adopting new company-specific procedures. Rather than a remedy for UI friction, this guide was a tactical support tool designed to empower users and significantly decrease the burden on our technical support teams.
Landing Website and Resources
As adoption of the application was optional for franchisees, I designed a dedicated resource hub to drive engagement. This landing page served as a centralized onboarding ecosystem, featuring training videos, feature highlights, and comprehensive installation guides. By providing these self-service tools, we lowered the barrier to entry and empowered franchisees to transition to the new system at their own pace.
CSS Expo Booth Promotion
To drive adoption and gather real-world insights, I facilitated live demos at expo booths, engaging directly with our end-users. This in-person validation phase allowed me to document specific pain points and successes firsthand. Translating these 'likes and dislikes' into actionable feedback ensured that future updates were directly informed by the needs of the franchisee community.
Promotional Flyer Printout