Feature Redesign
Our Resource Center is a core feature of the product, serving as the central hub of knowledge for both users and our AI chatbot. It powers fast, accurate customer responses by providing up-to-date, well-maintained documentation that’s continuously expanded to meet evolving needs.
As our product evolved and new chatbot features were introduced, usage of the Resource Center increased—along with user feedback requesting improvements. Over time, ongoing updates made the system increasingly complex and difficult to manage.
The original card-based design limited scalability and made it challenging to present key information upfront. Users also expressed the need for more powerful search functionality and the ability to make bulk edits efficiently.
To improve usability, we knew the Resource Center needed more than just incremental updates—it required a full redesign. I recommended moving away from the visually driven card layout in favor of a more structured, file-based system. This approach not only supports easier navigation and faster search but also ensures the system can scale seamlessly as content grows.
To start my research I first needed to examine the current resource center and highlighted it's pain points. Going through the system I documented screenshots, notes, and recordings to fully see the current user experience. I gathered this information in my FigJam file that I would use to create low fidelity screens for team review.
The next step in the research process involved exploring how other products approach file management. By gathering reference screens and analyzing external solutions, I was able to shape a direction that aligned with our users' needs and fit seamlessly within our product ecosystem.
Given the scope of the redesign, I began with low-fidelity wireframes to align with the team early on. I included annotations exploring alternate ideas and functionality across screens, along with a breakdown of the feature approach to support design and development within an agile sprint framework.
Once the concepts were finalized, I moved into high-fidelity design, leveraging our brand design system to efficiently build out the UI. This streamlined approach allowed more time for cross-functional collaboration and iterative feedback.
With the new table view, I implemented a global search feature, enabling users to search across all sections and resources using keywords. This addressed a top user request and greatly enhanced their ability to navigate and locate information quickly.
Processing visibility is a key feature of the Resource Center, as some resources take time to load or scan. While this was effective in the card layout, adapting it to the table view required a new approach. I highlighted the full row during processing, displaying status, time elapsed, and queue position to keep users informed at a glance.
The redesigned Resource Center has been well received, with users quickly adapting to the new layout and providing positive feedback. The new structure not only improves usability but also opens the door for future expansion that wasn’t possible with the previous design.
Users particularly value the ability to customize their table views, allowing them to focus on the most relevant information. The addition of bulk editing across all resources has also proven to be a major time-saver, making management tasks faster and more intuitive.
