Problem Statement
In this project, I mapped the user activation journey and conducted a usability analysis of a potential commercial partner’s platform. The objective was to assess whether this platform could be integrated into our company’s ecosystem and resold as an additional email security solution for our customers.
Discovery Process
Mapping the activation journey was essential to evaluate how the partner’s system could integrate with the services already offered by our company.
To do so, I went through the entire service activation flow, documenting each step in Miro. The analysis included tracking:
✔️User actions
✔️Touchpoints
✔️Pain points
✔️Observations and opportunities for improvement
Simultaneously, I conducted a heuristic usability evaluation of the partner’s dashboard to assess its overall usability and alignment with our target persona’s needs. The usability analysis provided key insights into how our customers would interact with the platform, ensuring that the overall experience aligned with our company’s usability standards.
To streamline the evaluation, usability issues were categorized into three levels:
✔️ Friction points – minor inconveniences that could affect user efficiency.
✔️ Obstacles – issues that created noticeable difficulties in the workflow.
✔️ Barriers – critical usability flaws that could prevent task completion.
This structured approach helped quantify the impact of each issue and provided a clear basis for discussions about potential improvements.
Outcome & Impact
The findings from the heuristic usability analysis were compiled into a detailed report, highlighting usability issues across all three impact levels. This analysis played a significant role in negotiation discussions with the commercial partner. Some usability improvements were requested to ensure the platform met the customer experience standards already established by our company.
Additionally, the activation journey mapping, combined with technical assessments from our engineering team, revealed multiple integration challenges between our company’s services and the partner’s platform.
As a result, the project concluded with the decision not to move forward with the commercial partnership, due to significant differences in usability and technology compatibility.