Agilitee - Dollar General
Improving design management with customer journeys
Overview
The Agilitee design team working on the Dollar General application lacked an inventory of current UI screens and a holistic view of user workflows across the product ecosystem to better organize, manage, and document screens and use cases.
Goals
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Improve ease of tracking, organizing, and managing designs.
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Create a comprehensive product overview to improve onboarding for new designers.
Role
Design
Responsibilities
Desk research, design, documentation
Team
UX, product management
Tools
Figma, Coda
The problem
During my internship at Agilitee, I addressed opportunities to improve the way teams manage screens, inventory product flows, compare features/UX across different initiatives, and onboard new designers for the Dollar General app and web product.
How might we
How might we create a holistic overview of the design ecosystem that supports easier content management and project onboarding?
Ideation
What does the current customer journey look like?
To create an optimal system for organizing and using content, I first needed to understand what content exists and how it's currently being managed.
Evaluation
I evaluated current and past design work to determine customers’ main tasks when using the product and important design elements/features.​
Synthesis
I synthesized a list of journeys customers take that collectively encompass the major design work that has been done so far.
Key insight
Design work was spread across several files with no set system for tracking what design work is new, current, or outdated. Because of this, it was difficult to get a holistic view of the product or find up-to-date content for features not currently being worked on.
Exploration
Delving into the complete customer journey
After creating a list of existing content, I began to explore methods of organizing and managing the designs for easy use and understanding.
Creating a customer journey
Customer journeys — high-fidelity flows showing a customer's full end-to-end experience using the application — served as an effective and approachable way to display the existing product ecosystem and identify gaps in the existing content files.
1. Building the base
I started by using existing screens to map out happy paths, then expanded journeys to include additional details and alternate paths. This allowed me to ensure all content was included while avoiding repeat content or illogical paths.
2. Finding the gaps
I then documented in the journeys areas where content is missing or outdated.
Iteration
Feedback and refinement
I connected with the team to get feedback on the current approach, continued to audit existing design work for content to include, and made updates as new design work was completed.
As I refined the customer journeys' content, organization, and documentation I focused on minimizing time and effort required to make updates.
Adding quick links
The team didn't have time for a large-scale initiative to reorganize all past design files, and performance limitations with large figma files make consolidating difficult. By adding links from each screens back to the source file, the customer journey also served as a directory to easily find and access auxiliary content.
Documenting next steps
As a living asset, leaving clear directions on what work still needs to be done and how to maintain the journeys was critical for supporting it's longevity. I included documentation on how to use the source content links, where to find the last-updated dates, and any gaps that still needed to be filled in the journey.
Outcome
A holistic and manageable overview of the product
The final design was a modular data management solution with capabilities to support efficient and customizable data entry with the flexibility to support diverse data scenarios.
