Project
(A)
Flow Engine | Case Template
Flow Engine | Case Template
Flow Engine | Case Template
It facilitates System Administrators to create custom input fields, enhancing flexibility and adaptability for various use cases such as applications like KYC (Know Your Customer) and AML (Anti-Money Laundering).
It facilitates System Administrators' creation of custom input fields, enhancing flexibility and adaptability for various use cases, such as KYC (Know Your Customer) and AML (Anti-Money Laundering).
It facilitates System Administrators to create custom input fields, enhancing flexibility and adaptability for various use cases such as applications like KYC (Know Your Customer) and AML (Anti-Money Laundering).
It facilitates System Administrators to create custom input fields, enhancing flexibility and adaptability for various use cases such as applications like KYC (Know Your Customer) and AML (Anti-Money Laundering).
Overview
(B)
Problem
How might we transform our flagship product into a self-service solution to reduce reliance on the Administration and Support team?
How might we transform our flagship product into a self-service solution to reduce reliance on the Administration and Support team?
Outcome
This research project focused on improving the Case Template by identifying usability issues and proposing enhancements to its configuration, which is one of the main tasks on the platform.
This research project focused on improving the Case Template by identifying usability issues and proposing enhancements to its configuration, which is one of the platform's main tasks.
This research project focused on improving the Case Template by identifying usability issues and proposing enhancements to its configuration, which is one of the main tasks on the platform.
Info
(C)
Role
UX Designer & Researcher
UX Designer & Researcher
Timeline
4 weeks
4 weeks
Team
UX/UI Designers
UX/UI Designers
UX Researchers
UX Researchers
Tools
Miro
Miro
Design Sprint
(D)
Collaboration across teams helped in the exploration and identification of issues.
Collaboration across teams helped in the exploration and identification of issues.
Collaboration across teams helped in the exploration and identification of issues.
This project presented an opportunity for the UX team to influence the Product Roadmap and create a backlog of improvements.
The tickets raised with the Customer Delivery Support team mainly guided the product's improvements. This project presented an opportunity for the UX team to influence the Product Roadmap and create a backlog of improvements.
01
01
01
Week: 1 - 2
At the start of the project, the UX/UI designers and I conducted a heuristic evaluation of the feature, identifying design and UX best practice issues, and technical problems. We categorised these issues and discussed them with the Project Manager, ensuring a systematic approach that paved the way for a user-centric design process.
At the start of the project, the UX/UI designers and I conducted a heuristic evaluation of the feature, identifying design and UX best practice issues and technical problems. We categorised these issues and discussed them with the Project Manager, ensuring a systematic approach that paved the way for a user-centric design process.
At the start of the project, the UX/UI designers and I conducted a heuristic evaluation of the feature, identifying design and UX best practice issues, and technical problems. We categorised these issues and discussed them with the Project Manager, ensuring a systematic approach that paved the way for a user-centric design process.
02
02
02
Week: 3 - 4
Before collaborating with the UX Research team, I re-created the information architecture and user flow, pinpointing concerns from the heuristic analysis and outlining critical research questions. Together, we conducted usability testing sessions with 10 participants.
Before collaborating with the UX Research team, I re-created the information architecture and user flow, pinpointing concerns from the heuristic analysis and outlining critical research questions. Together, we conducted usability testing sessions with 10 participants.
Heuristics Analysis
(E)
Evaluation Findings
Evaluation Findings
Evaluation Findings
The findings were listed and categorised, with detailed notes on business impact, severity score, design recommendations, confidence in those recommendations, and research suggestions. This structured documentation ensured a clear understanding of each issue's importance and provided actionable insights for improving the design.
01
01
01
Guidance
To improve the self-service nature of the product, users will need guidance across each step (for example, think of an IKEA self-service restaurant).
To improve the product's self-service nature, users will need guidance throughout each step (think of an IKEA self-service restaurant).
To improve the self-service nature of the product, users will need guidance across each step (for example, think of an IKEA self-service restaurant).
02
02
02
Navigation
Users should be able to navigate across the product in a way that reflects their mental model and does not require them too much effort.
Users should be able to navigate the product in a way that reflects their mental model and does not require too much effort.
Users should be able to navigate across the product in a way that reflects their mental model and does not require them too much effort.
03
03
03
Fields
Improve functionality and look and feel of the section.
Improve functionality and look and feel of the section.
04
04
04
Option sets and fields
Improve the functionality for adding options and its relation to the rest of the flow.
Improve the functionality for adding options and their relation to the rest of the flow.
Improve the functionality for adding options and its relation to the rest of the flow.
05
05
05
Design System
Implement the up-to-date components from the Ventures Design System libraries.
Implement the up-to-date components from the Ventures Design System libraries.
06
06
06
Language & Tone of Voice
Improve the copy and terminology used across the feature, allowing for valuable instructions and familiar and easy-to-understand terminology.
Improve the copy and terminology used across the feature, allowing for useful instructions and familiar, easy-to-understand terminology.
Improve the copy and terminology used across the feature, allowing for valuable instructions and familiar and easy-to-understand terminology.
Usability Testing Tasks
(F)
We aimed to identify issues in learnability and ways to prevent and recover from errors.
We aimed to identify issues in learnability and ways to prevent and recover from errors.
We aimed to identify issues in learnability and ways to prevent and recover from errors.
Task 1: Evaluate the Dashboard page (1) and determine how well it meets users' expectations. Identify challenges in navigation.
Task 2: Create a new Case Template (2-3) and add relevant fields (4-8). This task evaluated how easily users could move across the interface and identify any barriers to completion. Additionally, it considered how transparent the system is in naming the different fields (6).
Task 1: Evaluate the Dashboard page (1) and determine how well it meets users' expectations. Identify challenges in navigation.
Task 2: Create a new Case Template (2-3) and add relevant fields (4-8). This task evaluated how easily users could move across the interface and identify any barriers to completion. Additionally, it considered how transparent the system is in naming the different fields (6).
Design Sprint
UX Research
(G)
(F)
Collaboration across teams helped in the exploration and identification of issues.
Usability Testing Results
Collaboration across teams helped in the exploration and identification of issues.
Collaboration across teams helped in the exploration and identification of issues.
This project presented an opportunity for the UX team to influence the Product Roadmap and create a backlog of improvements.
Key metrics and participant ratings were gathered to quantify the experience. Identified issues were ranked by severity to prioritise roadmap planning.
High Impact Issues
High Impact Issues
High Impact Issues
Dashboard Navigation (Terminology)
Confusing and inaccurate terminology in navigation menus led to delays, confusion, and incorrect selections. This highlights the need for clear and consistent language that matches real-world terminology.
Confusing and inaccurate terminology in navigation menus led to delays, confusion, and incorrect selections. This highlights the need for clear and consistent language that matches real-world terminology.
02
Field Names
Technical jargon and confusing field names on the "Add field" screen caused delays and errors. The solution is to use plain language and familiar terms that users easily understand.
Technical jargon and confusing field names on the "Add field" screen caused delays and errors. The solution is to use plain language and familiar terms that users easily understand.
02
Error Recovery
The inability to delete fields and the unclear error message create frustration and confusion. Users need accessible error prevention and clear recovery options.
The inability to delete fields and the unclear error message create frustration and confusion. Users need accessible error prevention and clear recovery options.
Medium Impact Issues
Medium Impact Issues
Medium Impact Issues
Dashboard - Data Visualisation
Users struggle to understand the progress and ownership of current work items due to unclear data visualisation. Implement intuitive dashboards that clearly convey progress and responsibility.
Users struggle to understand the progress and ownership of current work items due to unclear data visualisation. Implement intuitive dashboards that clearly convey progress and responsibility.
02
Edit/Configure Icons
Similar icons for editing and configuring fields lead to confusion. Use distinct and recognisable icons for different actions.
Similar icons for editing and configuring fields lead to confusion. Use distinct and recognisable icons for different actions.
02
Navigating Away from Saved Fields
After saving a new field, users must manually navigate back to the overview, wasting time and causing confusion. Streamline the workflow by automatically returning to the overview.
After saving a new field, users must manually navigate back to the overview, wasting time and causing confusion. Streamline the workflow by automatically returning to the overview.
Trigger Ranking
Users find the "Triggers ranking" button unclear and potentially redundant. Provide clear explanations and context for this feature.
Users find the "Triggers ranking" button unclear and potentially redundant. Provide clear explanations and context for this feature.
Repeated Buttons
Multiple buttons with the same function in the configuration screen lead to mistakes. Remove duplicate buttons or consolidate their functionality for clarity.
Multiple buttons with the same function in the configuration screen lead to mistakes. Remove duplicate buttons or consolidate their functionality for clarity.
"+" Button Confusing
The small "+" icon for adding child objects creates confusion and errors. Use consistent and intuitive icons for different actions within the object field.
The small "+" icon for adding child objects creates confusion and errors. Use consistent and intuitive icons for different actions within the object field.
Insights
(H)
(G)
Directly and Indirectly insights related to the configuration were found that impacted on the overall product experience.
Directly and Indirectly, insights related to the configuration were found that impacted the overall product experience.
Directly and Indirectly insights related to the configuration were found that impacted on the overall product experience.
Directly and Indirectly insights related to the configuration were found that impacted on the overall product experience.
This project shows how focusing on user needs can improve the usability of a product. It stresses the significance of conducting regular research with users and collaborating with the UX research team to continuously enhance the product beyond just addressing the concerns raised by the Administration and Support team.
This project shows how focusing on user needs can improve a product's usability. It stresses the significance of conducting regular research with users and collaborating with the UX research team to continuously enhance the product beyond just addressing the concerns raised by the Administration and Support team.
Lessons Learnt
(I)
(H)
01
01
01
UX Roadmap
This project gave the UX team a unique opportunity to influence the Product Roadmap and create a prioritised backlog of improvements. Initially, it was challenging to convince key stakeholders that product enhancements should not be based solely on feedback from the Customer Support team. We emphasised the importance of incorporating diverse user insights and data-driven research to ensure a comprehensive understanding of user needs and drive meaningful product innovation.
This project gave the UX team a unique opportunity to influence the Product Roadmap and create a prioritised backlog of improvements. Initially, it was challenging to convince key stakeholders that product enhancements should not be based solely on feedback from the Customer Support team. We emphasised the importance of incorporating diverse user insights and data-driven research to ensure a comprehensive understanding of user needs and drive meaningful product innovation.
02
02
02
Continuous Research
One critical lesson from this project is the importance of continuous research in the UX process. Regularly conducting user research and usability testing allows us to stay attuned to evolving user needs, uncover hidden pain points, and validate design decisions with real-world feedback. Further this research, we aimed to run other methods like card sorting sessions and set metrics and collect some data which could expose more user behaviour.
One critical lesson from this project is the importance of continuous research in the UX process. Regularly conducting user research and usability testing allows us to stay attuned to evolving user needs, uncover hidden pain points, and validate design decisions with real-world feedback. Further in this research, we aimed to run other methods like card sorting sessions, set metrics, and collect data that could expose more user behaviour.
One critical lesson from this project is the importance of continuous research in the UX process. Regularly conducting user research and usability testing allows us to stay attuned to evolving user needs, uncover hidden pain points, and validate design decisions with real-world feedback. Further this research, we aimed to run other methods like card sorting sessions and set metrics and collect some data which could expose more user behaviour.
03
03
03
User's Language
During the research, one of the most common issues mentioned was the use of vague or jargon-filled terminology in navigation and overall design. It created a meaningful discussion with our team, which was mainly composed of developers, and the language made sense to them. Clear and intuitive language ensures that users can easily understand and interact with the product, reducing confusion and leading to a more accessible and user-friendly platform.
During the research, one of the most common issues mentioned was using vague or jargon-filled terminology in navigation and overall design. It created a meaningful discussion with our team, which was mainly composed of developers, as the language currently used made more sense to them. Clear and intuitive language ensures that users can easily understand and interact with the product, reducing confusion and leading to a more accessible and user-friendly platform.
During the research, one of the most common issues mentioned was the use of vague or jargon-filled terminology in navigation and overall design. It created a meaningful discussion with our team, which was mainly composed of developers, and the language made sense to them. Clear and intuitive language ensures that users can easily understand and interact with the product, reducing confusion and leading to a more accessible and user-friendly platform.