Eden Lazaness / product /  Publishing

Cambridge University Press

I work at Cambridge University Press as the Online Customer Experience Director (mid-2020), where I manage UX and Product Owner teams.
The department I lead oversees the design and delivery of innovative academic research and online learning digital experiences; tailored to the needs of researchers, lecturers, learners, librarians and our publishing partners.

I am accountable for a growing portfolio or ecosystem of digital products, their respective customer journeys, design and product roadmaps.

Cambridge Core, Cambridge Open Engage and Higher Education platforms (2020)

#1 Academic platforms enabling researchers, lecturers and students

World-leading academic platforms:
(i) Cambridge Core: Peer-reviewed books and journals.
(ii) Cambridge Open Engage: Open access early research.
(iii) Higher Education from Cambridge University Press: Online & offline textbooks.

All platforms already improve academics experience on their own, by delivering content in a digital format that meets user and customer needs.

Ecosystem vision & mission workshop outputs

#2 Ecosystem vision, mission and strategy

Focus on the value proposition of each platform and the reasons users and customers would move from one to the other, depending on their goals when they conduct academic research, teach or learn.

Shared login, my account, cart, checkout and federated search functionalities for all Cambridge University Press platforms

A design system that supports consistent visual language across the platforms, optimising the navigation between the platforms.

Orchestrated experiences that work well together for users and have the added benefit of driving business efficiencies and supporting digital growth.

Product, UX & Technology collaborative workflows

#3 CX KPIs measurement and reporting

Establishing clear UX and Product collaborative workflows, focusing on customer journeys and ways to measure key user interactions to inform design decisions and continues optimisation.

Establishing a cross-functional process to gather qualitative & quantitative data on existing customer and user pain points, building a better understanding of the underlying problems with existing products.