A redesign that puts sales materials where they belong — in the hands of the sales force.
View the site Proprietary. (The VeriSign Sales Portal is available only to employees.)
Background VeriSign’s sales portal just wasn’t working.
  Sales reps couldn’t find what they were looking for easily — and when they found something it was often in the wrong format. They had no idea when documents were updated and old versions replaced.
  They needed an organization and an interface that made sense to them. They needed quick and easy ways to search and sort related documents.
The Project Interviewed users and stakeholders. Created user profiles and use-case scenarios. VeriSign has grown through acquisition. Its sales portal was meant to help standardize the sales cycle for a diverse sales force accustomed to different corporate cultures — and selling to prospective customers ranging from mom-and-pop online businesses to Fortune 500 enterprises.
  I started the project by conducting in-depth, hour-long interviews with both the sales reps and the stakeholders. With the stakeholders, I focused on what they wanted the sales portal to do to serve the business. With the sales reps, I focused on the part the sales portal played in their routine. I learned about their needs and frustrations.
  From the interviews with the stakeholders, I was able to distill the top business objectives for the project.
  From the interviews with the sales reps, I was able to create user profiles and use-case scenarios.
  Conducted a card sorting exercise. Created a content taxonomy and a metadata schema. The organization of the existing sales intranet was baffling to the sales reps. I next conducted a card sorting exercise to find out the categories and category names that were most intuitive to them. The taxonomy was especially crucial because it had to make sense to both the sales reps using the portal and the content providers who were posting the content.
  I also devised a metadata schema for tagging the content. The metadata tags determined which page each individual piece of content appeared on. The entire site could consequently be generated dynamically.
  Built a prototype. Validated the design through usability testing. Created a design guide. I built a prototype and we tested the new information design, interface, and organization with sales reps.
  I made final adjustments to the information design based on the usability test. I then documented the entire design in a 45-page wireframe guide.
  The guide provided the specifications needed to execute the design.
  It also stated the principles behind the information design — and listed the rules for adhering to the original intent of the design. The guide gave VeriSign everything it needed to make sure its sales portal remained consistent and well-structured as it evolved.