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This is the recording of a user study session. Its findings validated our direction and helped improve the design.

This is a mock-up of the product editing self-service flow. The usage of color and real-world examples is also present here.

This is a mock-up of the product editing self-service flow. The usage of color and real-world examples is also present here.

This is a mock-up of the contact process screen previously shown. Notice the greater visual fidelity and the usage of color and real-world examples to better communicate the design’s capabilities.

This is a mock-up of the contact process screen previously shown. Notice the greater visual fidelity and the usage of color and real-world examples to better communicate the design’s capabilities.

This is an example of the findings for a particular user test. Usability issues found in a given round of testing were then consolidated and used to inform our iterations.

This is an example of the findings for a particular user test. Usability issues found in a given round of testing were then consolidated and used to inform our iterations.

This is an iterated view of the product editing self-service flow.

This is an iterated view of the product editing self-service flow.

This illustrates how the experience uses progressive disclosure to provide a simpler experience and reduce cognitive load.

This illustrates how the experience uses progressive disclosure to provide a simpler experience and reduce cognitive load.

This is a much-iterated wireframe. Notice the greater polish and detail.

This is a much-iterated wireframe. Notice the greater polish and detail.

Originally we intended to make the experience responsive, although analysis of seller needs in the mobile context made us step away from this idea and eschew mobile support for the first phase of the project entirely.

Originally we intended to make the experience responsive, although analysis of seller needs in the mobile context made us step away from this idea and eschew mobile support for the first phase of the project entirely.

This is an example of a customer self-service flow. We identified that self-service was especially valuable to both users and the business.

This is an example of a customer self-service flow. We identified that self-service was especially valuable to both users and the business.

This is the first iteration of the wireframe work. The fundamental features of the design are present here, albeit with less polish.

This is the first iteration of the wireframe work. The fundamental features of the design are present here, albeit with less polish.

This is an example sketch I did as part of the brainstorming work.

This is an example sketch I did as part of the brainstorming work.

This is an example of the many flows we identified for this application.

This is an example of the many flows we identified for this application.

I developed an information architecture for the redesign.

I developed an information architecture for the redesign.

We brainstormed potential approaches. From these sessions we identified the different features that best served our personas.

We brainstormed potential approaches. From these sessions we identified the different features that best served our personas.

The team engaged in a persona-definition exercise based on our analytics data and agent observation sessions. We identified three distinct personas that we employed as basis for our design work.

The team engaged in a persona-definition exercise based on our analytics data and agent observation sessions. We identified three distinct personas that we employed as basis for our design work.

I observed customer support agents helping sellers. I also did whiteboarding and affinity diagramming sessions with the agents to better understand the issues sellers faced.

I observed customer support agents helping sellers. I also did whiteboarding and affinity diagramming sessions with the agents to better understand the issues sellers faced.

I did an analysis of the current site, detailing strengths and weaknesses identified.

I did an analysis of the current site, detailing strengths and weaknesses identified.

This is the original Contact Seller Support experience. The design looks out-of-date and presents serious usability issues, especially hiding the contact channels below the fold.

This is the original Contact Seller Support experience. The design looks out-of-date and presents serious usability issues, especially hiding the contact channels below the fold.