Carbonite is a data protection and cloud backup company. They have a variety of products for different markets, but they were having issues with customers finding the right tools. Their site was difficult for them to update, and had inconsistent layouts and content.
Lead UX Designer
UX Strategy, Research
Challenges and Constraints
- Worked with an external UX agency who provided the majority of research
- Limited in-person time to work with the client
Research And Testing
When starting work with the client, our team was given upfront research from an external UX agency. The research comprised of user flows, content strategy, and information architecture.
After receiving this research, our team ran workshops with the client to better understand their business needs, the market, and user needs.
Information Architecture and Template Mapping
The provided information architecture lacked an inventory of content pages outside of Carbonite’s purchase path. During our workshop with the client we ran card sorting exercises to determine necessary information on their site, as well as cutting back on superfluous content. We then mapped these pages to custom templates to create in our CMS.
What We Created
Based on the usability tests performed on the current site, it was clear that users (who fell into two segments—business and personal) did not understand which products were right for them. By clearly segmenting these options it simplified the product pages and more directly explained the relevant features.
Purchase Options and Customization
Once a user made the choice to purchase a product, the customizable options for each plan was convoluted. I created a purchase page that shows dynamic choices based on your selections, as well as a cart total that updates in real time.
Modular and Scalable CMS
Stakeholder interviews revealed that the Carbonite team's main pain point was updating the ecommerce site with accurate and relevant information. I created a set of templates with customizable blocks to accommodate their ever-growing content and new products.