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Community Management: Responsiveness

Telus Digital • 2024

THE CHALLENGE

Although the AI Platform had been optimized for desktop experiences, user analytics showed that the majority of traffic was coming from mobile devices.

This created several challenges:

  • Navigation was difficult to use on smaller screens
  • Tables and data-heavy content were not optimized for mobile
  • Key user flows, such as profile management and job applications, required excessive scrolling and interaction
  • Existing UI components were designed exclusively for desktop layouts
  • The overall experience did not meet user expectations for mobile usability

The objective was to create a responsive experience that improved accessibility, usability, and engagement while preserving the platform’s existing functionality.

MY ROLE

As Product Designer, I was responsible for:

  • Analyzing user behavior and platform analytics
  • Benchmarking similar community and job marketplace platforms
  • Defining the mobile experience strategy
  • Creating wireframes and prototypes
  • Designing responsive layouts and mobile-specific components
  • Collaborating with stakeholders and developers throughout implementation

RESEARCH & DISCOVERY

I began by analyzing platform analytics to better understand how users interacted with the product.

KEY FINDINGS:

  • Mobile devices represented the majority of platform traffic
  • Users accessed the platform across a wide range of screen sizes and operating systems
  • Several critical workflows showed high friction on mobile devices
  • Existing navigation patterns did not scale effectively to smaller screens

To identify best practices, I also conducted competitive benchmarking of job platforms and community-based products with strong mobile experiences.

This research helped establish priorities for the redesign and informed the mobile interaction patterns adopted throughout the project.

DESIGN APPROACH

The redesign focused on adapting the platform to mobile-first behaviors while maintaining consistency with the existing product ecosystem.

KEY INITIVATIVES:

Mobile Navigation Redesign

One of the biggest challenges was translating the desktop navigation structure into a mobile-friendly experience.

I redesigned navigation patterns to reduce complexity, improve discoverability, and support easier access to key platform features.

Responsive Component Design

Several desktop components required redesign to function effectively on mobile devices.

New mobile-friendly patterns were introduced for:

  • Navigation
  • Data tables
  • Forms and input fields
  • Content layouts

Responsive Grid System

I implemented a responsive grid framework that allowed content to adapt seamlessly across multiple screen sizes and devices.

The grid system provided:

  • Consistent spacing and alignment
  • Flexible content organization
  • Improved readability
  • Better scalability for future enhancements

VALIDATION & INTERACTION

Multiple design concepts were explored and tested to determine the most effective solutions for navigation and content organization.

Through iterative reviews with stakeholders and development teams, the designs were refined to balance usability, technical feasibility, and business goals.

OUTCOME

The redesigned mobile experience significantly improved usability and accessibility across the platform.

IMPACT:

  • Improved navigation and task completion on mobile devices
  • Better readability and content organization
  • More consistent user experience across screen sizes
  • Enhanced accessibility and responsiveness
  • Stronger alignment between user behavior and product experience

 

The project established a scalable responsive foundation that can support future mobile initiatives, including the potential development of a dedicated mobile application.

LEARNING & REFLECTIONS

This project reinforced the importance of designing based on actual user behavior rather than initial product assumptions.

Key learnings included:

  • The value of analytics-driven design decisions
  • Mobile-first thinking for customer-facing products
  • Designing responsive systems rather than individual screens
  • Creating mobile-friendly components that remain scalable across devices

Most importantly, it highlighted how understanding user context can uncover opportunities for product improvements that have a direct impact on usability and engagement.