Rebecca Hathaway
designs content-first* experiences for highly technical products & regulated industries.
*I'll use lorem ipsum if I have to, but for best results, I'd vastly prefer to design around your actual content.
Empowering industrial design students with contextual in-product learning
Autodesk Fusion
product design
SaaS
content model
b2b
b2c
Fusion was critical to Autodesk's cloud strategy, but new subscribers struggled with adoption. Traditional help documentation was slowing them down. Users wanted guidance at the moment of need, not tutorials they had to hunt for.
The content strategist and I conducted a content audit of existing learning content. I conducted a competitive analysis of existing learning panels and software tutorials for a variety of design tools, interviewed users to learn about desired features and existing pain points, and designed a modularized framework intended to scale across devices and platforms based on atomic design principles.
Reducing support agent case load with improved navigation and information architecture
Autodesk Support Website & Chatbot
ux design
ux research
information architecture
b2b
b2c
Customers visiting Autodesk Support have one goal: solve their problem quickly and get back to work. Prior research and feedback indicated that most customers wanted to self-solve, yet support agents were inundated with tickets for issues that already had solutions documented on the site.
As the UX lead, I conducted interviews with internal SMEs and facilitated workshops to reach alignment on business goals, user needs, and project scope. Based on the results of the content strategy team’s audit, I defined a content model and redesigned navigation, working closely with a visual designer to create design system patterns and AEM components. A series of A/B tests, and iterating on designs, pointed more customers to commonly sought-after solutions.
Improving efficiency in a zero-waste textile startup with process maps
The Renewal Workshop / Autodesk Foundation
service design
ethnographic research
startup
b2b
retail
The Renewal Workshop’s mission was to provide the apparel industry with a completely circular and sustainable solution, and provide customers with a way to become zero waste consumers. As a startup, they were beginning to outgrow their existing inventory tracking system. They had begun the process of creating an RFP to seek out a software vendor, but first, they needed help documenting existing pain points and visualizing the bigger picture.
Additional work (case studies coming soon)
Clarifying the product vision and roadmap for a climate tech startup via user research
Aire Labs / Purpose Design Co.
UX research
startup
Aire Labs is on a mission to accelerate the deployment of climate positive technologies, helping to decarbonize our global economy faster. Understanding their beachhead market segment was critical to identifying product-market fit for their prototype.
As the lead researcher on the Purpose Design team, I conducted user interviews to understand user pain points, define their ideal customer profile, and determine highest value Jobs To Be Done (JTBD). I coached UX interns through analysis of research findings and presentations to key stakeholders.
Research insights informed the product vision & roadmap for a platform to help project developers working on climate positive projects scale faster and operate better.
