cPanel is a web hosting provider's tools to manage their sites, servers, and businesses. I designed and optimized the cPanel Store buying process and upselling offers to extend cPanel & WHM capabilities. I also improved the license management after their purchase.
Information Architecture, User Research, Usability Testing, Wireframe, Interactive Prototype, & User interface Design
3 months from research to design before handing it off to developers and another 2 - 3 months to complete the implementation.
cPanel was acquired by Oakley Capital company during the redesign phase which resulted many organizational changes.
cPanel Partners and small to medium-size businesses.
I was the lead designer for this project which means I planned and executed all user research & user testing, developed sitemap, user flow, wireframe, interactive prototype, and UI design. I coordinated and collaborated with front-end and back-end development. Ensured our expected results align with the plans and goals.
THE RESEARCH PROCESS
I defined the goals, strategies and executed the plans. Collected all the evidence through data collection included task time, success/fail, complexity rating, and error logs. I performed further research to establish the current benchmark.
I gathered google analytic data, heatmaps, video recordings, customer service feedback, user flows, sitemaps, and updated persona.
I identified the type of UX metrics needed to develop appropriate scenarios and tasks. I recruited internal employees, performed user testing, and synthesized findings.
I hypothesized and developed wireframe and interactive prototypes. I performed several quick user tests to validate the hypothesis.
Gathered both UX quantitative and qualitative metrics, which allowed us to steer the direction and measure return on investment (ROI) against future iterations. In this research project, I planned and developed 10 scenarios with 10 tasks. I conducted 20 user tests utilizing executives and internal employees to identify common issues.
Scenarios, each scenario contained a task
People participated in user tests
Executive Managers, & Product Owners
Hours of videos recorded
DISCOVERY & FINDINGS
Through user testing, I discovered common errors, inefficiency, pain points, and opportunities for improvement. The main takeaway was not being able to access and manage licenses from the corporate site.
One of User Test Scenarios & Tasks
Scenario: You have a server set up at home and need software that allows for server management for several clients. You discovered a solution that fits your need.
Task: Buy a monthly cPanel & WHM license that allows you to sell web hosting and manage sites for at least 5 user accounts.
Users were unable to log in to manage their license(s) from the home page.
Users could not determine which license to buy based on # of user accounts requirement (VPS vs Dedicated).
Setting the number of licenses was not apparent. The user did not know the IP Address was associated with the number of orders.
UX/UI DESIGN PROCESS
Created a low-fidelity interactive prototype and structured the process of buyer user flow. Once user flow had been finalized, then created the UX/UI final design.
Formulate Userflow & Wireframe
I hypothesized and formulated a new user flow to address the pain points and common user errors discovered in user research. I took the opportunity to increase business opportunities to expand services.
UI Design Concept
I stylized, enhanced, and finalized user interface and interaction behavior using the cPanel brand and design language.
Traffic to the cPanel store had increased by 30%, and in the first month, sales were up by more than 5% after the redesign launch.