Pain Point Analysis

I identified 15 critical issues, which I grouped into six clusters. These clusters formed the basis for the solution design and prioritisation.

1. Session & Access Issues
   Login friction and external collaboration barriers

   • Session timeouts & repeated sign-ins if idle

   • Limitations on external sharing and portal access

   • Upload weren't possible through external links

2. Navigation & Organisation
   Hard to locate the right assets

   • Confusing folder structure and navigation

   • Region-level filter missing

   • Lack of context in titles/IDs (numeric filenames)

   • Manual file organisation required locally

   • Metadata inconsistently applied or incomplete

3. Search & Discovery
   Inefficient refinement and unreliable metadata

   • Search refinement workflow inefficient (multiple window clicks needed); filters couldn't be adjusted in place.

   • AI tags inaccurate or incomplete for specialised content, reducing trust in search

4. Upload Process
   Rigid and time-consuming workflows

   • Users could not partially save or exit - all metadata had to be completed before saving

   • Large file sizes with no compression support

   • Manual cropping required after download

   • No cloud connector support (local‑only uploads)

5. Download & Output
   Limited format flexibility

   • Limited download options (missing multiple resolutions/formats for different channels)

6. Collaboration & Feedback
   Conversations happen outside the DAM

   • No in-portal comments or annotations for clarification

   • Workflow delays when approvers are unavailable