User-Centric Software Design for Idox

As the UX lead for Idox’s transition of their address management tool for local government to a cloud-based SaaS solution, my task was redesigning the desktop UX for a web environment. This involved introducing customer feedback into the design process, considering market trends, best practices, and aligning the product roadmap with the overarching business strategy.

Customer-centric approach

I started by using a variety of research methods, such as surveys and interviews, to gather valuable insights that would inform our design decisions. By combining this research with usability testing and an analysis of call-centre logs, I was able to develop realistic customer personas, empathy maps, and user journeys. These tools helped the team build a shared understanding of key tasks, pain points, needs, and behaviours. This deeper insight into how users were working and interacting with the existing software enabled us to preserve what was working well whilst identifying opportunities for new features and improvements to reduce friction.

Inclusive design

The research revealed differences in users’ technical skills, emphasising the importance of considering those with learning difficulties, cognitive challenges, and visual impairments. I focused on making the design, content, and task flows usable for everyone, regardless of their roles, expertise, or impairments.

Prototyping for success

I built a detailed prototype to share design ideas and build consensus with stakeholders and developers. It was refined through workshops and usabilty testing with real customers. Additionally I set up design patterns and style guidelines, including a standardised framework for authoring error messages, to maintain consistency and standards as the platform is scaled. The revamped user interface transforms the tool, making it more user-friendly, efficient, and accessible for a streamlined experience.

Agile integration

Aligning the process seamlessly with Agile development, the designed approach ensures a smooth transition from concept to implementation. The tool launched in 2024 to positive responses from Idox’s customers who find the improved user experience makes their jobs easier and reduces their reliance on IT resources and customer support.