Clarivate Omnia

Context

Omnia is Clarivate’s marketplace for outsourced expert services. I was the only designer, working directly with the product owner and stakeholders from the first concept through launch and post-launch improvements.

The key decision

I moved the product vision from feature-led to user-led.

Research insights and an interactive prototype the product owner could try convinced the team. I defined two audiences, and that split shaped the whole product:

• Newcomers need an introduction and to understand the product’s value.

• Experienced users need their data close at hand and want to work with it quickly.

What I designed

• Catalog. How services are presented, introduced and sorted, so each one tells its story.

• Purchase flow. From choosing a service and specifying details to ordering and communicating with experts along the way.

• Project launch. Starting a project on an online service without overwhelming people with steps, while keeping the context experts need. I ran workshops and brainstorming sessions with stakeholders and shaped the insights into the flow.

Launch and learn

Omnia launched to production. I interviewed users after launch about satisfaction and needs, and improved the product from the findings.

How I’d measure it

Usage data stayed with the client after my engagement ended. These are the measures I would track, not results: time to place an order, emails exchanged per project, and time to the first status update.