Implemented a Widget System for the Homepage and Achieved the Highest Customer Satisfaction in My Firm
Cloud.ru lacked a unified view for all connected services across projects. Clients had to request manual exports from sales managers. This case study details how I helped design a widget system to provide a clear overview of services and key account data.
My role
Conducted five interviews with major clients.
Identified necessary widgets and designed visual concepts.
Presented the system to senior client executives.
Challenge
The original homepage did not offer:
A complete overview of connected services and billing details.
Clear architecture—users had to open multiple tabs.
Ticket statistics, leaving clients unsure about support quality.
Self-service options, increasing reliance on sales.
UX value; switching projects always returned users to a non-informative homepage.
Process
Discovery and Interviews: We interviewed large clients. Feedback revealed:
No overview of resources or clear billing information.
Confusing navigation and a lack of ticket statistics.
Inability to resolve issues without sales intervention.
Defining Business Goals: Create a homepage that:
Enables resource management and quick platform access.
Provides clear context of key management sections.
Delivers functional value to clients.
Designing the Widget System: Collaborating with a product manager, analyst, and developers, I designed widgets. The "Connected Services" widget lists all services, their project and platform locations, and includes buttons for direct console access.
Validation and Testing: Testing confirmed that the new layout met managerial needs for navigation and data clarity.
Outcome
After 4 months:
Session duration increased by 100%.
Personal Account CSI reached 81%, the highest among product streams.
Average widget clicks reached 200 per day.
A backlog for further enhancements of the "Connected Services" widget was compiled from client feedback.