NEW INTRODUCTION - 01
Account
Information Page
This was a new introduction to cater the use-case where users can get to know all the information related to there Gartner License and what all they can benefit from.
Account Information sits under profile menu on top navigation bar, It consists of 5 tabs...
Account Access - Provides details about what is included in the user's license.
Gartner Contacts - Lists Gartner’s key contacts such as the Service Team, Account Team, and Conference Support.
Conference Tickets - Displays information about upcoming and past conferences and remaining tickets.
Document Purchases - Shows a list of purchased documents, along with remaining balance and credit score.
Team Contacts - Available only for Team License holders, it lists team leaders and members on the platform
Option to add a new license key, allowing users to either continue their subscription or upgrade to a multi-user account.
Promoting the mobile application, especially for first-time users, so they can access Gartner anytime, even while traveling. Users can download the app by clicking on platform-specific icons if using the mobile web, or by scanning a QR code for convenience if accessing from a desktop or laptop.
The first section provides prioritized and segmented ways for users to gather insights through various channels. It starts with the special feature, Priority Navigator for CIOs, followed by a research repository, and includes videos and podcasts to accommodate different modes of content consuming preferences.
The second section focuses on expert guidance, offering two ways to connect with experts: scheduling an Expert Inquiry or registering for webinars.
The hierarchy of these sections was determined based on observed user behavior patterns on Gcom.
Last section holds of all the tools that is available for each user, highlighting the one most essential and top in hierarchy of tools as expanded card based on each user role.
Each tool card includes a brief description to explain its purpose and how it can be utilized, along with clear CTAs for users to explore or start using them.
The third section highlights the diversity of services included with the user's Gartner license, focusing on peer connections and learning opportunities. It offers options to attend upcoming conferences or utilize Gartner’s peer platforms, such as Peer Community and Peer Insights.
NEW INTRODUCTION - 02
My Activity Centre
Users on Gcom often have hectic schedules, leaving them with limited time to fully engage with the platform. It was observed that users frequently download and save documents they find useful, resulting in a diverse range of activities on the portal. To address this, we recognized the need for an Activity Center. This feature provides a structured view of all user activities, complete with a timeline to facilitate easy reference and seamless continuation of their journey.
When I began working on the Gcom Home Page redesign project, I quickly identified that users’ pain points highlighted the need for a well-designed Activity Center. This would allow users to resume their journey and view all major actions they had performed. I proposed incorporating the Activity Center into the redesign, alongside addressing other user pain points with essential new features (which we will discuss further in the project).
To present my idea to the leadership team, I started with a competitive analysis of activity center management in the industry. This was followed by wireframes and an initial concept proposal. After numerous feedback sessions, I developed the final designs for the Activity Center up for user testing.
Competitive Study
Wireframe
Initial Concept
Final Concept
The proposed concept features Quick Actions and Filters for easy sorting. Data is pre-categorized into sets like Research, Webinars, Conferences, and Downloads, improving findability when users recall the type but not the exact title. An internal search enhances quick access. By clicking the info icon, users can view a detailed, time-stamped activity timeline, and they can choose to see a specific item’s timeline as well.
NEW INTRODUCTION - 03
Key Initiative (KI) and
Core Topic (CT)
We identified that users often seek to dive deeper into specific topics, and the recommended research on the Research Reader page wasn't fulfilling this need. Additionally, many users reported that 'What They Follow' (now called Key Initiative) felt too broad to navigate. We observed that 75% of users exited the platform after reading just one document, so we introduced 'Core Topic' as an intermediary between the Document Reader and Key Initiative.
This change shifts the user flow from:
Search → Document Reader → Exit
to:
Search → Document Reader → Core Topic → Key Initiative.
This provides users with a more focused pathway to explore specific topics and gain deeper insights."
Users can access Core Topics from Readers Page or Key Initiative as shown in the flow below:
Reader Page
Core Topic
Key Initiative
Core topic was designed to act as centralized hub that serves multiple user needs:
Information Access: Users can easily access a specific core topic within a particular key interest. This page acts as a gateway for in-depth information on that subject.
Content Diversity (Not for MVP but Future Goal): By offering research insights in various formats, users can engage with content in ways that suit their preferences - whether it's through research docs, webinars, videos, podcast, tools or other formats. This caters to different learning and consumption styles.
Cross-Exploration: Allowing users to explore related core topics within the same key interest promotes deep linking search. It encourages users to delve further into interconnected subjects, fostering a comprehensive understanding of the broader field or theme.
Enhanced Discoverability: This setup boosts the discoverability of related topics, which might not be immediately obvious to users. It helps them navigate and uncover interconnected knowledge, leading to a more enriched learning experience.
Let’s Connect
Feel free to reach out for collaborations or just a friendly hello
or
REIMAGINED USER EXPERIENCE
Proposed Changes for Home Page
Based on the insights it was clear that we need to optimise our platfrom differently for First-time Users and Returning Users to better cater each needs. So, In this section I will walk you though few UX Decisions made and them final look and feel of the home page, followed by designs for My Activity, Key Insights and Core-Topic Page.
01
Replaced My Library with My Activity, as use of Library was less then 10% and in user pain-points we discovered that user needs a way where they could catchup with where they left-off, as well as get a quick hold of the activity done in past.
Replaced the App Tray with a more prominent and personalized “Resource Centre” for each user, adding a personalized 'Hi' note to create a welcoming and inclusive feel.
The options within the Resource Centre dynamically adapt based on the user’s recent interests, searches, saved/download items and tool usage behavior.
Additionally, the logic is mapped to the user’s role and seasonal timing. For instance, a Finance Manager would see tools like Budget Efficiency and Benchmark (BEB) and Buy Smart promoted at the start of the financial year, aligning with their immediate needs and responsibilities.
Simplified the navigation panel by replacing the primary color-filled icons with line icons for a more consistent design and reduced font weight. This change addressed the inconsistency we observed across the platform, where some areas used line icons while others used filled.
Before
After
After
Before
02
Returning User Experience
First-Time User Experience
Resource Centre displays only the tool or service titles, without additional descriptions. Since returning users have already spent time on the platform and are familiar with the offerings and their functionality, this streamlined view allows for quicker navigation and a more focused space utilisation.
The first section for returning users is thoughtfully designed to address a key pain point: the need for a seamless way to resume their journey from where they left off.
This section begins with a 'Pick Up Where You Left Off' feature, showing the user’s last three activities with a 'See All Activity' CTA that redirects to the 'My Activity' centre.
Next, it includes a personalized recommendation, such as a webinar tailored to the user’s interests and recent 10 searches, Upcoming conferences or a recommended podcast, also based on the user’s recent searches or key interests.
The first section for first-time users focuses on the top three research document picks for their specific role, updated on a weekly basis. This feature helps users quickly access the most recent and relevant research, providing valuable insights tailored to their professional needs.
By limiting the display to just the top three picks, users can easily identify the most useful resources on their topic of interest, saving time and staying up-to-date in their field without feeling overwhelmed by too many options.
Resource Centre includes supporting descriptions alongside each tool or service title, offering context on their purpose and usage. This helps users make informed decisions while becoming familiar with the range of Gartner resources, ensuring a smoother onboarding experience and better platform engagement.
After
Before
03
Easy navigation through closely packed navigation buttons, with proactive visual cues indicating their clickability. This design choice ensures users can quickly recognize interactive elements, enhancing the overall navigation experience and making the platform more intuitive and user-friendly.
Enhanced the visibility and clarity of category titles and listings, making them more prominent and self-explanatory. Each category is thoughtfully organized and tailored to the user’s role, beginning with weekly picks, followed by trending research, and concluding with recommendations based on the user’s activity. This structure gives users the freedom to choose from a diverse range of documents while keeping the content relevant and engaging, allowing for a more personalised and flexible browsing experience.
Improved the recommendation logic to better align with user preferences and recent activity. The updated system analyzes user activity history, focuses on current preferences, and suggests the latest releases relevant to their role. Additionally, it incorporates data from peer usage and peer platforms to provide more accurate and relevant recommendations.
To address users' difficulty in distinguishing between different sections due to monotonous design on the homepage, we revamped the design for clearer section differentiation. By adopting a bolder approach with standout sectioning, we’ve made it easier for users to recognize and navigate between various sections, enhancing overall clarity and usability.
Here users struggled to distinguish between different sections and often missed out on content due to the monotonous design of the homepage. Additionally, there was feedback about repetitive information across sections, leading to confusion about the unique purpose of each section when similar documents appeared in multiple areas. To address these issues, we implemented a more distinctive and varied design for each section, ensuring clearer differentiation and reducing repetition to improve user navigation and understanding.
LOOK AND FEEL
Returning User Experience (RTUX)
Each design was meticulously crafted with responsiveness in mind, ensuring that it seamlessly adapts to both tablet and mobile devices to meet user needs effectively.
Desktop 1440px
Tablet 768px
Mobile 375px
LOOK AND FEEL
First-Time User Experience (FTUX)
Each design was meticulously crafted with responsiveness in mind, ensuring that it seamlessly adapts to both tablet and mobile devices to meet user needs effectively.
Desktop 1440px
Tablet 768px
Mobile 375px
CHANGE IN SCOPE
New Insights & Decisions
At this point, we realized that simply redesigning the home page wouldn’t be enough to fully address user needs. The pain points extended beyond the home page and impacted the overall user experience on the Gcom platform.
With this in mind, our team took a broader approach and identified several key enhancements to improve the overall UX.
We decided to introduce two major features:
Core Topic (CT) Page and Key Interest (KI) Page: These would act as a dedicated ecosystem for specific topics, allowing users to dive deeper into areas of interest, providing a comprehensive view, and facilitating more focused research.
Account Information Page: Accessible from the user profile menu, this page would serve as a reference point for users to better understand their Gartner license and how to maximize its benefits.
Additionally, we implemented several UX improvements on the ‘My Activity’ page, which tracks the user’s activity timeline, providing more clarity and ease of navigation for users to revisit their previous actions on the platform.
Understanding Current Offering
& Usage Pattern
Initially this was escalated via UX research & insight team, observation from few key interviews and full-story sessions was that users main objective is to converse into research insights and and not divers into different types of services or tools we provide. Their main frustration was the difficulty in locating where they left off and diving deeper into specific topics—search was their only means to navigate.
Followed by Understanding the current layout, information hierarchy and usage with logic behind each section on landing/home page of Gcom.
Then I understood the perspective of our product managers and their business objectives for this Home Page, followed by observing fullstory user interaction sessions and interviews on dovetail repository to attach myself with user and feel their point-of-view and pain-points.
Data set from current user sessions on Gcom
Most of the users explore home-page and then don’t find their relevant topics/tools or services, then they directly go to search and diverge from there. Few stats from the data was-
80% users use feel search is the only and fastest medium to get to most recent insights to whatever they are looking for.
Over 70% of users expressed confusion while navigating the homepage and also highlighted that they mostly observe data set on 1st page load screen visible to them and rarely scroll of see section beneath, most of the suggested documents were either what is not relevant for them or repetitive information on every section of page.
”This indicated a clear need for improvement in our recommendation model. We recognised that we should provide more accurate, tailored suggestions based on users' recent searches, document-reading behaviour, and preferences.”
Several users mentioned that they were unaware of the full scope of services covered by their Gartner license beyond research and the peer community.
”Here we analysed that there was no medium where user specially First Time User can refer to that what all they can explore and benefit from Gartner. We also noticed that we need to have 2 separate user journeys i.e. one for First Time Users (FTUX) and another for Returning Users (RTUX) as the platform adoption and using patter familiarity changes a lot during this phase transitioning.
USER BASE
Understanding Users and
Pain Points
Gcom is widely used by all different sets of C-suit users, right from CE0’s, CIO’s, CISO’s, CHRO’s to few of their team members. Below are few Gcom User Personas with their pain-points.
Note: Can’t share users personas as they were strictly for internal use only.
User Pain-points with
Possible Solution | Concept Thought
By reviewing insights from the User Research & Insight team, aligning with business and product objectives, and analyzing user sessions and interviews from the Dovetail repository, we identified several key user pain points.
With these insights in hand, I conducted a heuristic evaluation of the existing Home Page. This evaluation served as the foundation for our concept ideation, allowing to address the pain points and enhance the user experience more effectively.
Pain Point
Limited Time/ Busy Schedule- most of our users are busy and fast on schedule. They have limited time to explore, grasp and take insights from Gcom.
Lack of Awareness- same experience for first-time users and returning users, giving no space and functionality to let user explore all features on Gcom.
Non useful & Repetitive Information- most of the research on Home Page were not in sync with the recent interest of users & were repeating in sections.
Less Relativity- users faced problem to find related topics to dive deep into specific genre of choice.
No Resume- there was no means where users can catchup from where they left. users use to either save the document to get back on track or download for reachability.
Design Principle
Designing for Personalisation
& Flexibility
Designing for Awarness
Designing for Divergence & Inclusivity
Designing for Proactive
Engagement
Designing for Connectivity & Confidence
Concept Thought
Remove cognitive load via eliminating unwanted & less used items on 1st screen load. Implement the logic that closely observe & adapt to the user priority at the moment and improvise on our recommendation modal. 1st screen user exposed to should be more personalised and focused.
Need to adapt on user type, hence need different UX for both first time users and returning users to cater their specific needs. Also, need a resource centre/place on Gcom where users can refer to what all they get and can benefit from with their license.
Need to enhance our recommendation modal and set clear hierarchy of information & categories being displayed with no repetitive info. or research document.
Need to introduce cross-linking of topics to facilitate users dive deep into specific Key Interest(KI) with meaningful diversion on topic to eventually get conversed for better insights.
Need to maintain and track the activity of users so that they can have a medium to resume their journey from where they left-off. Need well categorised and structured activity centre with time-line for relate-ability.
Experience Analysis of Existing Home Page
There is an inconsistency in icon usage across the platform, with some areas featuring outlined icons and others using filled icons. Additionally, there is an opportunity to simplify the navigation panel for a more cohesive and user-friendly experience.
The app tray fails to stand out and clearly communicate its purpose, especially for first-time or new users. It doesn't effectively convey the contents or the function of each item, leading to confusion about its offerings.
The first section is more focused on what's trending among peers rather than the user's individual preferences or areas of interest, leading to low user engagement.
There’s an opportunity to tailor the first screen to better reflect users' needs and interests, offering content that is meaningful and provides a strong starting point to encourage interaction.
The design across sections is monotonous, which obscures the intended information hierarchy and increases the user's extrinsic cognitive load when exploring and deciding what they need. Additionally, we observed that documents are being repeated across independent sections, adding to user confusion and failing to deliver fresh listings.
There’s an opportunity to emphasize section titles for clearer segregation and create a more intuitive experience. Establishing a logical hierarchy and thoughtful categorization of information will allow users to scan content more easily and find what they’re looking for.
This section follows the same design pattern as the previous one, which may cause users to confuse it with another research section.
There's an opportunity to distinguish it by showcasing more than just documents or research. We can use this section to highlight various Gartner verticals, such as peer-community, podcasts, webinars, conferences, and magic quadrants. This will offer users a refreshing experience as they scroll and explore the platform, providing more diverse content.
The last section, 'Topics Based on Your Interest,' is overly information-dense, which increases cognitive load and may overwhelm users. It tries to present too much at once, showing topics users already follow while introducing a new topic with a CTA to follow, creating confusion.
There's an opportunity to simplify this section by focusing on its primary purpose. We should streamline the content to clearly guide users toward what we want them to find, ensuring the section serves its main intent effectively without overwhelming them.
REIMAGINING
Gcom Home Page
Gartner for Communication & Services
Designed for Convince.
In Development
INTRODUCTION
About Gartner
Gartner is a global research and advisory company that provides insights, advice, and tools for leaders in IT, finance, HR, customer service, and other business sectors. It is best known for its research reports, analysis, and market predictions that help businesses make informed decisions about technology and strategy. Gartner offers services like, Research and Analysis, Consulting, Events.
Gartner is also widely known for its Magic Quadrant reports, which visually represent the competitive positioning of technology vendors in specific markets. These reports categorize vendors into quadrants: Leaders, Challengers, Visionaries, and Niche Players.
GET STARTED
Overview
Gcom in Gartner stands for Gartner for Communications Service Providers (GCom). It is a subscription-based platform primarily used by C-suite executives who pay for access to GCom's research repository and services. GCom offers various subscription models, ranging from single-user licenses to multi-role licenses.
GCom offer users with market insights & trends, expert guidance, exposure to industry conferences and webinars, platform to communicate and learn from peers and numbers of tools(like, BuySmart, Third Party Risk Management, Priority Navigator, etc.) so that they can make smarter business decisions and stay competitive.
This project focused on revamping the Gcom homepage with the goal of streamlining the user experience and enhancing its purpose-driven design. The objective was to create a more intuitive flow by presenting the most relevant content in a clear, prioritized hierarchy. This process included introducing new sections and reworking existing ones to better align with user needs and business goals.