Ulys
Ulys
Ulys
[OVERVIEW]
In the fast-paced world of digital travel solutions, Ulys emerged in 2019 as Vinci Autoroutes’ answer to seamless highway experiences. With over 6 million users (2023) trusting its toll badge system, Ulys becomes a staple for both individual travelers and professionals alike.
As a product designer apprentice, I was entrusted with a crucial mission: to breathe new life into Ulys' help center, a vital resource that has begun to show signs of wear.
[ROLE]
Product designer
[SCOPE]
Research
UI Design
[YEAR]
2023
[OVERVIEW]
In the fast-paced world of digital travel solutions, Ulys emerged in 2019 as Vinci Autoroutes’ answer to seamless highway experiences. With over 6 million users (2023) trusting its toll badge system, Ulys becomes a staple for both individual travelers and professionals alike.
As a product designer apprentice, I was entrusted with a crucial mission: to breathe new life into Ulys' help center, a vital resource that has begun to show signs of wear.
[ROLE]
Product designer
[SCOPE]
Research
UI Design
[YEAR]
2023
[OVERVIEW]
In the fast-paced world of digital travel solutions, Ulys emerged in 2019 as Vinci Autoroutes’ answer to seamless highway experiences. With over 6 million users (2023) trusting its toll badge system, Ulys becomes a staple for both individual travelers and professionals alike.
As a product designer apprentice, I was entrusted with a crucial mission: to breathe new life into Ulys' help center, a vital resource that has begun to show signs of wear.
[ROLE]
Product designer
[SCOPE]
Research
UI Design
[YEAR]
2023
[INTRODUCTION]
Ulys' support hub, serves as the first point of contact for assistance. A well designed help center allows users to find information quickly. But, the current support hub isn't optimized for that.
Ulys' support hub, serves as the first point of contact for assistance. A well designed help center allows users to find information quickly. But, the current support hub isn't optimized for that.
Trustpilot user review
Trustpilot user review
[THE PROBLEM]
The existing help center is outdated and confusing and users struggles to locate information they need which leads to a frustrating experience and an increase in calls to customer service. The inefficiency strains resources and negatively impacts the user experience.
Thus, we asked:
The existing help center is outdated and confusing and users struggles to locate information they need which leads to a frustrating experience and an increase in calls to customer service. The inefficiency strains resources and negatively impacts the user experience.
Thus, we asked:
How might we create a more intuitive and user-friendly
help center experience, especially on mobile devices?
How might we create a more intuitive and user-friendly help center experience, especially on mobile devices?
[THE PROCESS]
Collaboration was key. Bi-weeky meetings with the product manager and Friday check-ins with stakeholders became my compass, guiding the project with valuable insights and feedback.
Collaboration was key. Bi-weeky meetings with the product manager and Friday check-ins with stakeholders became my compass, guiding the project with valuable insights and feedback.
[THE SOLUTION]
Redesigning the help center and its related pages to create an efficient and responsive experience that empowers users to find answers quickly.
Redesigning the help center and its related pages to create an efficient and responsive experience that empowers users to find answers quickly.
Before
After
[THE HOMEPAGE DESIGN]
For the homepage, it was crucial to present the information in a clear and organized manner.
By prioritizing user needs, we ensure that essential content was immediately accessible.
For the homepage, it was crucial to present the information in a clear and organized manner. By prioritizing user needs, we ensure that essential content was immediately accessible.
[MOBILE OPTIMIZATION]
With 80% of users accessing the help center on a mobile device a responsive design was essential. The layout adapts to different screen sizes, ensuring a consistent user experience.
With 80% of users accessing the help center on a mobile device a responsive design was essential. The layout adapts to different screen sizes, ensuring a consistent user experience.
Desktop
Mobile
[CATEGORY PAGES]
Following the user journey, when users select a category from the home page below the three sections, they are directed to dedicated pages that gather a complete list of questions. In some instances, questions are further grouped into subcategories to enhance findability.
Following the user journey, when users select a category from the home page below the three sections, they are directed to dedicated pages that gather a complete list of questions. In some instances, questions are further grouped into subcategories to enhance findability.
One subcategory
Multiple subcategories
[ANSWER HUB]
The answer hub prioritizes information with a clear and concise format. Answers are wrapped into a box for easy identification, accompanied by the review widget. A section on the left provides various ways to contact customer service if further assistance is needed. As mentioned earlier, every element was crafted with a mobile-first approach ensuring seamless adaptation across devices.
The answer hub prioritizes information with a clear and concise format. Answers are wrapped into a box for easy identification, accompanied by the review widget. A section on the left provides various ways to contact customer service if further assistance is needed. As mentioned earlier, every element was crafted with a mobile-first approach ensuring seamless adaptation across devices.
Desktop
Mobile
[CONCLUSION]
A plot twist
Despite the hard work and approval for Q3's roadmap presentation, the redesign faced unexpected hurdle. Other pressing demands took priority, and the project was put on hold.
Despite the hard work and approval for Q3's roadmap presentation, the redesign faced unexpected hurdle. Other pressing demands took priority, and the project was put on hold.
The legacy
As my apprenticeship drew to a close, I ensured that the project could smoothly passed on to my next successor, laying the groundwork for future improvements.
As my apprenticeship drew to a close, I ensured that the project could smoothly passed on to my next successor, laying the groundwork for future improvements.
Reflection
This project greatly enhanced my design skills. I was given freedom to explore ideas and solutions, deepening my design process and proficiency with Figma. This journey was a crucible for growth. While it didn't reach its final destination during my tenure, it paved the way for future enhancements and left a remarkable mark on my professional developement.
This project greatly enhanced my design skills. I was given freedom to explore ideas and solutions, deepening my design process and proficiency with Figma. This journey was a crucible for growth. While it didn't reach its final destination during my tenure, it paved the way for future enhancements and left a remarkable mark on my professional developement.