Within the problem space of Jigsaw, the Business Focused intentions to address where
How might we increase engagement
How might we get users to convert, and track revenue, or react quick to revenue spikes.
The clients for this enterprise design project were the team's project manager and content/LiveOps managers. This made the entire design/testing process more efficient and iterative.
Principal Product Designer
UX Research: user interviews, foundational research, usability testing
UX Design: ideation, wireframe flows, low fidelity mockups
UI Design: visual, design systems, technical documentation, presentation
Figma, ProtoPie
To gain a better understanding of the users, it was best to use empathy maps to map different emotions felt by the users and synthesize this information by grouping them into similar themes.
This exercise aids in the aggregated representation of the user segment rather than just one user.
The pain points were very clear
Product Pain Points - multiple products used in the process to do one function. This fractured approach was slow and cumbersome.
Process Pain Point - every product required a new onboarding and was difficult to navigate.
Support Pain Point - when the user wanted to use an application and have questions, there were a lot of answers but it took longer than estimated to find the right answer due to the large number
of products and services used.
By focusing on these user problems, it became easier to identify design opportunities that would have a significant impact. This led to the establishment of clear, actionable goals.
A UX flow was created for the Jigsaw Dashboard app to handle various services and integrate with different systems. After multiple iterations of card sorting, and evaluating the existing information architecture, the UX flow was refined to address most edge cases, ready for the next phase.
This was the mock design for the final product with anonymized content and fictitious data.
Depending on the user who logged in - whether it was PMs or LiveOps/content manager - the Dashboard displays the most important modules to them at a glance.
Users could always tunnel into specific sections to get more information.
Revenue section for the PMs.
Content section for LiveOps/content managers.
The Store Layout section was designed to be accessed by both PM and LiveOps/content managers.
LiveOps/content managers use the Pack Editor. Packs can be created or edited in this section of the dashboard, as well as publishing details and dates set.
The Store Layout now allows PMs or LiveOps/content managers to create new jigsaw puzzle featured store layouts.
At the conclusion of this design process, to fulfill the business-oriented objectives of enhancing user engagement, we developed and implemented fifteen distinct module types for the purpose of showcasing novel content. These modules were overseen by product managers and live operations/content managers. They now possess the capability to construct diverse story layouts for both the home screen and the store screens, with the added flexibility to prioritize a content module for the entirety of the user base or a specific segment of users predicated on predetermined variables.
Module designed also leveraged the system’s recommendation engine and served personalized content to specific user types.
Here is an example of the white label version of the app where the content and theme is customized using the dashboard app.
Leveraging LiveOps capabilities and using a modular design approach to serve different segments of users content that is personalized and customized to their experience contributed significantly to re-engaging users.
The empathy mapping sessions really helped with understanding the frustrations with the current process and the needs for the system to be built.
Design and iteration helped address the various use-cases for a complex app. This also helped address new edge cases that were not initially planned for. Cases like logging into a system with a legacy account, remote logging, and understanding tech limitations.
Get in touch at
California, USA