Splunk Internship
UX Design Summer Intern (2024)
Splunk is a cybersecurity and observability company focused on data-driven support for companies.
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Worked with the Growth Marketing Website Team
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My Experience with Splunk A Cisco Company
Customer Success Page
Customer Support Portal Redesign at Splunk
I led a comprehensive redesign of Splunk's customer support portal to enhance user experience and streamline support processes. The project emerged from stakeholder needs to reduce support ticket resolution times and improve self-service capabilities for customers.
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Initial Discovery & Research
I immersed myself in Splunk's design system and conducted a thorough audit of the existing support portal. This included analyzing user behavior data, reviewing customer feedback, and identifying pain points in the current interface. I also benchmarked against industry leaders in enterprise support portals to identify best practices and opportunities for innovation.
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Collaborative Design
Process Working closely with the senior UX designer and project manager, I developed a strategic approach to address key user pain points. We created detailed user flows and wireframes that focused on:
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Simplifying the knowledge base navigation structure
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Implementing an enhanced search functionality with predictive suggestions
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Redesigning the ticket submission and tracking interface
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Creating a more intuitive categorization system for support articles
Iterative Refinement
The design went through three major iteration cycles, each driven by valuable stakeholder feedback. The first round focused on information architecture and user flow, the second refined the visual hierarchy and interaction patterns, and the final round optimized for accessibility and mobile responsiveness. Each iteration included usability testing with actual customers, resulting in measurable improvements in task completion rates.
A/B Live Testing
Customer Support Portal Redesign at Splunk
I led a comprehensive redesign of Splunk's customer support portal to enhance user experience and streamline support processes. The project emerged from stakeholder needs to reduce support ticket resolution times and improve self-service capabilities for customers.
​
Initial Discovery & Research
I immersed myself in Splunk's design system and conducted a thorough audit of the existing support portal. This included analyzing user behavior data, reviewing customer feedback, and identifying pain points in the current interface. I also benchmarked against industry leaders in enterprise support portals to identify best practices and opportunities for innovation.
​
Collaborative Design
Process Working closely with the senior UX designer and project manager, I developed a strategic approach to address key user pain points. We created detailed user flows and wireframes that focused on:
-
Simplifying the knowledge base navigation structure
-
Implementing an enhanced search functionality with predictive suggestions
-
Redesigning the ticket submission and tracking interface
-
Creating a more intuitive categorization system for support articles
Iterative Refinement
The design went through three major iteration cycles, each driven by valuable stakeholder feedback. The first round focused on information architecture and user flow, the second refined the visual hierarchy and interaction patterns, and the final round optimized for accessibility and mobile responsiveness. Each iteration included usability testing with actual customers, resulting in measurable improvements in task completion rates.