Client

Lyon-based Eden AI founded in 2021 by Taha Zemmouri and Samy Melaine, an AI integration platform, giving you instant access to powerful AI capabilities through a single API. Instead of juggling multiple services, you can quickly deploy AI features to your projects with minimal hassle.

Problem

Product manager handed me a document listed problematic areas:

• Problematic payment area. Users confused with purchase and refill tokens.

• Users confused how to set up new API template on their side specific platform or framework.

• Also, each API template has a unique test section where users can assess the exact setup for their needs. This process was very painful and unclear.

All these problems overwhelmed the support channels with requests and questions.

Approach

Mapped all customer journeys, identified and documented each problematic area, and later prioritized them with the team.

Gather more context to understand the platform's problems by putting myself in the customers' shoes and going through each customer journey.

I've also gathered extensive customer feedback and Hotjar recordings. Regularly participated in customer feedback meetings, so I had a great chance to talk directly with real customers.

Process

Scheduled weekly meetings for Friday to discuss with core stakeholders our current status and next steps, following the plan and design roadmap from the most important to less critical tasks.

My favorite part of the meetings was collaborating with the team on a customer mapping flowchart to stay aligned and clear.

_{Customer journey map}

Additionally, I update the team daily in a Discord channel about design changes, progress, and sometimes memes 🧌.

In the second week of working on the platform issues, we successfully implemented our first fixes to the payment process and received positive feedback from customers.

Results

• UX audit
• Design roadmap and backlog
• Impoved payment experience
• Redesigned API template page
• New custom prompt management flow
• Consistent UI Figma kit, rules and guides

_{UX audit}

_Workflow