A plug-and-play system that seamlessly integrates with DP World products, simplifying onboarding, support and training for both customers and employees.

CONTEXT

DP World’s products previously didn’t have a consistent, scalable way to onboard, train, and support customers—something that’s essential with complex workflows and industry jargon. So, we saw an opportunity to create a scalable enablement system.

The main challenges were the limited three-day hackathon timeframe for design and development, and addressing the diversity of products offered by DP World. We focused on quickly testing and iterating to refine our approach to overcome these challenges.

MY ROLES

I created core user flows, restructured the tool’s information architecture, and ensured a cohesive and scalable user interface using design systems.

My work involved uncovering pain points, defining problem scopes, engaging with stakeholders, prioritizing tasks, designing solutions, conducting usability tests, and steering the implementation process to completion.

PROJECT IMPACT

The StartSmart widget has reduced training time by 35% and support queries by 40% for the DP World product it has been implemented for.

Many other product teams are gearing up for launching StartSmart on their respective products.

Uncovering the problem

Within numerous user testing sessions, and overall hearing from product teams about customer feedback of various products - onboarding was a problem reflected on by teams across the organisation, however with a diverse range of products that DP World offered and with such varied personas, if something were to work for onboarding, it needed to be highly scalable.

THE PROBLEM

DP World products currently use a fragmented, non-scalable, and inconsistent process for onboarding, training, and supporting customers. Due to this, even after high effort and cost training sessions for customers, most customers reported experiencing uncertainty when they first visit a platform's landing page and a need to seek clear guidance on how to achieve their goals unless they are actively trained

🧑 USER TYPE 1 - TECHNICAL PRODUCT WRITERS

Jane, a Senior Technical Product Writer at DP World, juggles demo calls for bi-weekly releases, coordinates customer sessions, updates feedback, and connects users with support across time zones—daily.

🧑 USER TYPE 2 - END USER/CUSTOMER

Customers needed a way to unlock the product’s potential—resolving issues quickly, staying updated on features, and navigating with ease—without the hurdles of scattered support and unclear guidance.

Our research showed that the current onboarding and support methods were costing the business millions every year—and still weren’t really helping customers or employees the way they should.

So, we decided it was a problem worth solving.

FIRST ATTEMPTS

After engaging with multiple product managers, we identified that the diversity of products and the complexity of workflows necessitated a solution that could function as an overlay rather than requiring direct integration into the product code. Early brainstorming sessions allowed us to refine our approach and converge on the concept of a web extension.

Why that didn't work

While this approach offered numerous advantages tailored to our setup, we discovered that a single critical drawback of using an extension - discoverability, which outweighed its many benefits. If the users don't know or can't find that it exists, no other benefits would have any impact.

BACK TO THE DRAWING BOARD

At this point, we had our success metrics clearly defined:

Cut down on support queries to free up resources.
Lower training and content creation costs.
Help customers reach product proficiency faster.
Boost employee productivity, including both product writers and new hires.
Shorten the time needed to go-to-launch.

We kicked off by wireframing and rapidly prototyping, and one concept that stood out was a widget designed to guide customers. It provided step-by-step assistance, consolidated relevant knowledge, and addressed common queries

PROPOSED

A plug-and-play system to optimize any DP World digital experience through

FOR END-USERS

FOR EMPLOYEES

PROTOTYPE DEMO

DEVELOPED PRODUCT DEMO

What’s next for StartSmart?

After a increasingly positive response from product teams, the StartSmart widget is set to launch across all DP World products within the next six months.

The idea is simple: To empower customers to navigate even the most complex workflows effortlessly while equipping product teams with tools to create seamless walkthroughs and gather valuable insights—all in one place.

Product Enablement System

Team

STATUS

CONTEXT

DP World’s products previously didn’t have a consistent, scalable way to onboard, train, and support customers—something that’s essential with complex workflows and industry jargon. So, we saw an opportunity to create a scalable enablement system.

The main challenges were the limited three-day hackathon timeframe for design and development, and addressing the diversity of products offered by DP World. We focused on quickly testing and iterating to refine our approach to overcome these challenges.

MY ROLES

I created core user flows, restructured the tool’s information architecture, and ensured a cohesive and scalable user interface using design systems.

My work involved uncovering pain points, defining problem scopes, engaging with stakeholders, prioritizing tasks, designing solutions, conducting usability tests, and steering the implementation process to completion.

PROJECT IMPACT

The StartSmart widget has reduced training time by 35% and support queries by 40% for the DP World product it has been implemented for.

Many other product teams are gearing up for launching StartSmart on their respective products.

Uncovering the problem

THE PROBLEM

🧑 USER TYPE 1 - TECHNICAL PRODUCT WRITERS

Jane, a Senior Technical Product Writer at DP World, juggles demo calls for bi-weekly releases, coordinates customer sessions, updates feedback, and connects users with support across time zones—daily.

🧑 USER TYPE 2 - END USER/CUSTOMER

Customers needed a way to unlock the product’s potential—resolving issues quickly, staying updated on features, and navigating with ease—without the hurdles of scattered support and unclear guidance.

Our research showed that the current onboarding and support methods were costing the business millions every year—and still weren’t really helping customers or employees the way they should.

So, we decided it was a problem worth solving.

FIRST ATTEMPTS

Why that didn't work

While this approach offered numerous advantages tailored to our setup, we discovered that a single critical drawback of using an extension - discoverability, which outweighed its many benefits. If the users don't know or can't find that it exists, no other benefits would have any impact.

BACK TO THE DRAWING BOARD

At this point, we had our success metrics clearly defined:

Cut down on support queries to free up resources.

Lower training and content creation costs.

Help customers reach product proficiency faster.

Boost employee productivity, including both product writers and new hires.

Shorten the time needed to go-to-launch.

We kicked off by wireframing and rapidly prototyping, and one concept that stood out was a widget designed to guide customers. It provided step-by-step assistance, consolidated relevant knowledge, and addressed common queries

PROPOSED

A plug-and-play system to optimize any DP World digital experience through

PROTOTYPE DEMO

DEVELOPED PRODUCT DEMO

What’s next for StartSmart?

After a increasingly positive response from product teams, the StartSmart widget is set to launch across all DP World products within the next six months.

The idea is simple: To empower customers to navigate even the most complex workflows effortlessly while equipping product teams with tools to create seamless walkthroughs and gather valuable insights—all in one place.

nice to meet you

let's work together

I'm actively looking for roles, let's connect

gunjan.ux@gmail.com