Designed customer day-in-the-life journey maps detailing the pain points of using Adobe’s many codes to redeem, activate software or enable a subscription service. Actual customer verbatim was added along with click data and detailed here.

By clearly defining our top five customers pain points, I was able to determine over 30 pages of help documents to eliminate and bring the customer their solution in five easy clicks by a re-design. Overall, the inquires to chat and call centers dropped.

janelle flores portfolio - 2019