Enterprise Resources Page
Design, Research, Mentorship @ Techsmith
How to improve the little things by empowering interns to take charge
The backstory on how I got an intern
Lily, UX intern on our marketing team, was assigned to redesign a few pages, one of which was an enterprise resource page that helps IT admins deploy our products (like Snagit or Camtasia) across their organizations. While it doesn’t directly drive sales, it’s a critical part of the experience and plays a big role in customer retention and satisfaction.
Lily had done a redesign and shared it with me at the end for a quick review. When I saw it, I realized it wasn’t quite hitting the mark, it was a quick lift of content from two existing resources: one from our customer success team and one that was basically just a wall of links. It wasn’t structured to support the actual mental model of someone trying to deploy software at scale.
So I asked our project manager if we could buy a little more time to rethink the approach and thankfully, they said yes.
Starting from (almost) scratch
Instead of trying to patch the design, I pulled Lily into a deeper process. We revisited her stakeholder notes and took a fresh look at what this page needed to do. Then we looked at competitor sites to get a sense of how others guide enterprise customers through deployment. What we found was a lot more structured, think step-by-step workflows, clear guidance, and helpful context. We knew we could do better.
We reimagined the experience as a clear, guided process with optional deep dives. It was essentially a self-serve onboarding experience tailored for IT admins.
Fast and focused research
Wanting Lily to get real experience and make sure we were designing something useful, I asked if she’d be up for doing some research and I reached out to our UX research team to see if we could collaborate, even with our tight timeline.
Luckily, a researcher had bandwidth and helped us recruit five IT admins who had previously deployed our products. Using Lily’s prototype, we did usability walkthroughs to understand what was working, what was confusing, and what was missing.
We updated the design between sessions based on what we were hearing and by the time we got to the final interview, the page had evolved significantly. It was something that finally spoke the language and aided admins in their process, rather than just indexing content.
Amy, an IT Admin we interviewed who was actively deploying Snagit to her organization, said:
"This is so much better. Kudos to whoever designed this. You’ve really improved the workflow… I want to send this to my team right now. "
That kind of validation, especially from someone in the thick of the process, was the best feedback we could ask for.
The takeaways
What started as a quick design task turned into a mentorship moment, a research opportunity, and a big UX win. Lily got hands-on experience in user research, stakeholder collaboration, and iterative design. I learned how to better advocate for interns, for thoughtful design, and for taking the time to do things right.
And we ended up with a page that doesn’t just look better, it works better. It guides IT admins through deployment in a way that supports real users, real workflows, and real needs.
Sometimes, the most meaningful impact isn’t in the flashy metrics but it’s in the details that help people do their jobs better.