Client: Ooma Inc.
Product: Ooma Office, a VoIP phone service for small businesses
Length: May 2016 - May 2018
Tasks performed: Field observations, wireframing, mockups, usability testing, visual design
Executive Summary: Field research revealed usability problems with Ooma Office’s customer portal. Redesign was then tested with existing Ooma Customers. Results: Redesign has reduced calls to support and product churn. NPS score was significantly increased in customer feedback surveys.
(Case study is a 7 min. read)