Situation
During a user test, I observed that a significant percentage of users (49%) were unable to complete the most important task on the application - tipping.
The test revealed that users faced challenges and confusion while navigating the dashboard, resulting in a lack of clarity on how to initiate the tipping process
Task
Identify user pain points and the root causes of usability issues in order to address them effectively.
Facilitated ideation sprints with the team encouraging creative idea generation and prioritising solutions based on impact and feasibility.
Designing solutions on figma and collaborating with software developers to ship the solutions.
Lead usability testing sessions to collect user feedback and continually iterate on the product.
Activities
Planned and executed usability testing sessions, recruiting 9 users, and collecting data on their interactions with the tipping flow.
Analysed the gathered data to identify recurring themes and pain points experienced by users.
Generated a number of the ideas with the help of the team, to enhance the efficiency and user-friendliness of the tipping flow.
Collaborated with developers to assess the feasibility of the selected ideas, considering technical constraints and resource availability.
Redesigned the tipping flow with a focus on based on the insights gathered from the testing, ideation, and prioritisation phases.
Results
The solution included highlighting important actions and introducing an information dialogue box. The subsequent testing showed a 16.1% increase in task completion rate and a 15.7% reduction in blocker issues.
Growth
Good ideas come from everywhere. Had some of the best ideas generated by non-designers.
One problem at a time, the goal is not to solve all problems, its to solve the most impactful ones. Prioritize!
Eliminating discussions and introducing written thoughts greatly reduced group think.
A perception that slick user interface = great user experince is daunting. Data was my advocate.
