Shortly after rebranding, the MasterControl Digital Experience Team was ready to begin improving the experience of our online forms. This project was to perform some research and create user journeys around the form completion process in an effort to identify new opportunities.
I used empathy to review what the user may experience before, during, and after a form completion to identify barriers and ways to reassure them after giving up data. These matrices are used as a visual artifact to help explain the findings. This exercise identified several key improvements that would be made at later dates.