Balanced ease-of-use of secure business applications and necessary friction based on user permissions and roles.
UX Outcomes
- Understand Stakeholders
- Ease-of-use
- Discoverability
- Trust
- Self-service
- Industry Best Practices
- Engagement and Delight
- Reduce Time on Task
- Reduce Help Desk Support Calls
- Increase Task Completion
- Increase System Usability
- Create Reusable Components
- Leverage Design System
Leadership
- Cross-Team Collaboration with UX Designers, Visual Designers, Product Managers, Program Managers Developers, IT Architects, QA Engineers, Technical Writers
- Cross-Function Collaboration with Desktop, Mobile, Web Browser product teams across the US and India
- Negotiated Timeline and Time Zone Constraints
Services
- UX Research
- Usability Testing
- Interaction Design
- Visual Design
- Ideation / Brainstorming
- Facilitation of Team UX Activities
- Teaching UX Methods to Engineers, Product Managers, Designers, Technical Writers
- Feature Prioritization Methods
- Design Evaluation Methods
- Team Agile Ceremonies
Deliverables
- UX Plan
- Research Reports
- Stakeholder Presentations
- Wireframes
- Mockups
- Prototypes
Challenge
The original onboarding workflow was complex and frustrating. Frequent issues included:
- Duplication of form fields across multiples pages.
- Elements required to complete tasks spanned over different pages.
- Unclear sequencing of tasks needed to complete the setup.
Solution
The new onboarding workflow is simple and easy to use. Major updates included:
- Setup steps are contained in a single component.
- Easy to understand sequencing of required steps in the setup workflows.
- Contextual help to guide the user through the setup tasks.
- UI display of the current step, future steps, and previous steps in the workflow.
Discovery
- Lack of guidance in setting up the application for the 1st time user.
- Lack of sequence and orientation for setting up the application.
- A tricky navigation and a setup process spanned across different pages.
The 1st step in any design project is understanding the user of the application and their goals. The information about the IT admin persona was gathered via stakeholder interviews and reports from the sales team.
I also benchmarked common interaction patterns and web trends for inspiration to create a list of UX requirements for the new solution.
Design
I led a journey mapping workshop with the team, introduced the UX method and facilitated identifying the steps in the original (current) workflow. Once the steps were documents in the original workflow the team was able to better identify pain points and opportunities for improvement. The team also collaborated to create a journey map of a new workflow to alleviate pain experienced by the customers.
The new solution addressed the common issues found in the onboarding process:
- Researching industry design patterns led me to create a wizard with contextual help to guide the user through the setup tasks.
- The wizard provides an easy to understand sequencing of required steps in the workflow.
- All of the setup steps are contained in a single component instead of being spanned between unrelated pages.
- The wizard provides orientation by visually identifying the current step, future steps, and previous steps.
- The wizard offers status of elements that require uploading to the application.
- The wizard gives the customer focus on the required steps and reduces other distractions in the UI.