I'm Kathy Bateman, a UX Designer based in Austin, Texas.

Questions

I love listening and asking questions.

Why?

Because questions lead to understanding and improvement. I love understanding why things are done and improving everything: experiences, interfaces, processes and more.

In particular, I am fascinated by the ethical ramifications of seemingly-trivial design choices.

Answers

Revamping the Help Center

The only way to save the product's Help Center was to start over, practically from scratch. The increased ease of access, timeliness and clarity of information resulted in a 30% drop in the number of support tickets submitted per client.

Rethinking the Navigation

To reduce confusion and increase engagement we reorganized and redesigned the product's navigation.

Creating a Form Builder

We added form building and management functionality to the product to stay competitive, reduce support costs and increase revenue.