Allē Admin User Journey Case Study

user journey sample

Allē Admin User Journey Case Study

Published on 2024 by Alle.com on Product design

My Role: Sr. Product/UX Designer
Team Supported: Bttr + Allē Admin Squad Client: Allē Admin Customer Support Team - 150+ customer support team manageing ~25,000 customer calls per month. Squad makeup: 9+ (1xPM, 1xTPM, 4xFE Dev, 3xBE Dev,)
Timeline: Allē Admin Support (~1.5 years)
Allē Human centered design startegy, customer interviews, UX team maturity documentation, UX strategy

In 2021-2023. Allergan Aesthetics embarked on improving their rewards program with Bttr. As a Sr. UX/Product Design consultant partner our team helped stand up the Allē rewards program including Alle Admin (my core responsibily), Alle.com website, the Allē app, and future business strategy and product growth initiatives. Our product consulting team (~12 UX Designers) worked with internal stakeholders and internal product teams to moderize, innovate, and forge new soulitions for the Allē platform.

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Challenge Definition > User Research > UX Audit > User Journey Maps > User Journey Map Education > Outcomes

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We seek to better understand the Allē customer journey for the Allē Admin platform using research findings, the current state of the product, and explore the potential future for Admin product experience. We aim to discover the needs and challenges of each customer persona as outlined in the Allē user journey conducted by Bttr. In May 2022, User Journey templates was distruted to the entire UX team ~25+ UX designers across Allegan Data Labs.

Allē Admin User Research & Dovetail Insight


The user journey map was developed into a larger templated platform that could be used by the entire UX and Product design team at ADL. In order to distribute this a how to use section was included in the figma resource file and we gave a short presentation on the effectiveness of this deliverable type as well as a walk through in how to use it for the entire UX team ~25+ UX designers.


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Allē Admin User Flow UX Audit


As part of supporting the Admin Squad as well a large UX and Design system understanding, our team participated in Information Architecture updates and user flow mapping of the existing products at Allē.


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Want to see more? Check out the Figjam File.

Go To FigJam UX Audit File

Allē Admin User Journey maps


As part of supporting the Admin Squad as well a large UX and Design system understanding, our team participated in Information Architecture updates and user flow mapping of the existing products at Allē.


Alle User Journey Map Preview

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Alle User Journey Map Preview4

Want to see more? Check out the Figma File.

Go To Figma User Journey File

Want to see more? Check out the Figjam File.

Go To FigJam UX Audit File

Allē User Journey Education & Distribution


The user journey map was developed into a larger templated platform that could be used by the entire UX and Product design team at ADL. In order to distribute this a how to use section was included in the figma resource file and we gave a short presentation on the effectiveness of this deliverable type as well as a walk through in how to use it for the entire UX team ~25+ UX designers.


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Outcomes & Key Take Aways

Working with our team we recognized that the organization was only so flexible or able to make decision as a certain pace. This led us to add UX artifacts that could speed up the product and design teams ability to understand their systems.

1. Increased team onboarding and problem identification.

2. UX team maturity and increase sharable UX artifacts.

3. Improved UX narrative and customer feedback articulation.

4. Distributed the User Journey Map template to a 45+ UX and Product design organization.

5. Scaled and educated the team on improving UX design artifacts that focus on improved human centered principles as well as help communicate the opportunities in a user's experience.

Human centered design is not a luxury that only big projects get to concentrate on. A UX designers our role is add clarity and visualize the problems that exist in our systems. By building and sharing improved human centered methods and templates we brought improvements to UX organization that will be able to grow and improve thier own execution of the design process.


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