Simplifed Domain Management for Enhanced User Experience and Support Reduction

The client is one of the leading domain management service providers across the globe. Domain management allows clients to control registration, configuration, DNS settings, renewal, brand management, various securities and antifraud services.

• Complex and confusing navigation.
• Inadequate information and tools for domain management.
• Difficulty in transferring domains to and from the platform.
• Poor integration with DNS management and email settings.
• No mobile accessibility.

• Conducted stakeholder analysis, competitors’ study, user research and observations to understand business, market, problems and pain points.
• Found customers struggle with accessing essential domain management features, transferring domains, updating DNS records, accessing support documentation.
• Redesigned user interface with clean intuitive dashboard, simplified menu structure, prominent common actions.
• Added step-by-step guides for transferring domains, updating DNS records, setting up email accounts.
• Introduced one-click transfers with clear instructions at every step.
• Integrated support centre with direct access to domain-related articles and FAQs.
• Performed rigorous testing at various levels, collected feedback, analyzed and made iterative improvements.

• Reduced support requests.
• Increased customer satisfaction.
• Higher conversion rates.
• Improved accessibility.