At Adevinta, I led a 12-month project to address UX issues within Serenity, a content moderation tool used across the company's online marketplaces. The primary goal was to improve user satisfaction and operational efficiency by developing a strategic plan based on a comprehensive UX audit. The project scope included identifying key usability problems and creating a prioritized roadmap for implementing enhancements, while balancing the limitations of the development team's capacity. Key challenges included back-end resource constraints, user resistance to change, and a tight timeline dictated by front-end development availability.
To tackle these challenges, we focused on enhancing moderation workflows, redesigning interfaces to better meet user needs, and implementing a feedback loop for continuous improvement. The impact was significant, with improvements in operational metrics like reduced moderation time, better quality, and higher user satisfaction. The project also positively affected the daily work of moderators and customer support agents, streamlining workflows and increasing team visibility and trust. Key takeaways included the importance of continuous feedback, effective stakeholder management, gradual change implementation, and using data to drive design decisions.
Watch this project on Behance