The Results

“By far the best designer I’ve ever worked with. Michael truly understood the look we were going for and completely nailed it!”

Redesigning a campaign management platform.

Jumbleberry’s campaign management tool was deep and confusing. Users circumvented it by calling an account manager directly.

I was brought in to simplify the tool, and find a design solution that would help reduce account management’s time spent on the phone.


Reduction in Call Volume

Where we started

HitPath is a legacy software designed with the best intention of its era. The challenges it had were predominantly found in information architecture and navigation.

How we finished

After reviewing Jumbleberry’s pain points and business goals, I found a way to bring them together to allow users to navigate campaigns and chat with agents easier.

Where we focused

When diving deep into the research, there were 3 distinct challenges that surfaced.

There were 2 major user groups that we had to focus on. The ‘Campaign’ and ‘Pipeline’ users which made up the focused single users, and the diverse multi-threaded user.

I found that figuring out where to go created a sense of navigation fatigue. Finding what you needed was often hidden behind layered menus, and it needed to be more accessible.

And finally, there was a problem with defaulting to calling campaign agents. Often, users would get stuck navigating hitpath, and default to calling the account team to manage their campaign. We had to find a way to reduce those calls.