4
4
Weeks
Weeks
Weeks
55
55
Clients tested
Clients tested
Clients tested
2
2
Research methods
Research methods
Research methods
Amilia - Today
Challenge:
Saas reservation software had low NPS score.
A dashboard page lacked information users needed.
Saas reservation software had low NPS score.
A dashboard page lacked information users needed.
Solutions:
Validated User Needs - In-page survey to uncover any other unmet needs.
Collaboration - Met with engineering to review insights and plan MVP.
Improved UX - User needs met with improved UI.
Validated Usability - Tested assumptions using live prototype click-through on end users.
Validated User Needs - In-page survey to uncover any other unmet needs.
Collaboration - Met with engineering to review insights and plan MVP.
Improved UX - User needs met with improved UI.
Validated Usability - Tested assumptions using live prototype click-through on end users.
UX Research
UX Research
Qualitative in-page survey to validate user needs.
Qualitative in-page survey to validate user needs.
Qualitative in-page survey to validate user needs.
Collaboration
Collaboration
After measuring, worked with engineering to plan MVP
After measuring, worked with engineering to plan MVP
After measuring, worked with engineering to plan MVP
Verified UX
Verified UX
Prototype tested on internal team and end users
Prototype tested on internal team and end users
Prototype tested on internal team and end users
Location
Montréal, Canada
Industry
SaaS
Services
UX research, UX / UI design
Tools
Figma
Intercom
NativeForms
UseBerry
Link:
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Context
Constraints:
Timeline - 3 - 4 weeks of work, spaced over roughly 8 months.
Team size - 1PM, 6 developers, 1 designer
Prioritization - The team was working on 3 epics while I completed this design. This was a continuing effort while juggling other priorities.
Team turnover: Early in the project, the PM left, and our team worked without a PM for 2 months. A new PM began later, and prioritized other projects, reducing the scope of this.
Timeline - 3 - 4 weeks of work, spaced over roughly 8 months.
Team size - 1PM, 6 developers, 1 designer
Prioritization - The team was working on 3 epics while I completed this design. This was a continuing effort while juggling other priorities.
Team turnover: Early in the project, the PM left, and our team worked without a PM for 2 months. A new PM began later, and prioritized other projects, reducing the scope of this.
Before
Activities only
After
Facility rentals, and private lessons added to Today page
Rentals are located on additional card for easy side-by-side visualization
Facility rentals, and private lessons added to Today page
Rentals are located on additional card for easy side-by-side visualization
Verified Needs
Since customer support tickets were the only source of user data. I ran an on-page survey to uncover any additional needs.
Since customer support tickets were the only source of user data. I ran an on-page survey to uncover any additional needs.
User Research
Tools:
Intercom
NativeForms
Intercom
NativeForms
Methodology:
Popup banner with survey link
Respondents: 55 clients
Popup banner with survey link
Respondents: 55 clients
Prioritization
My process:
Raw results grouped by sentiment.
Collaborated with developers to create a priority matrix for the MVP.
Raw results grouped by sentiment.
Collaborated with developers to create a priority matrix for the MVP.
Selected Needs
MVP:
Ability to filter by facility
Ability to not see activities with 0 attendees
Add rental events and bookings
Searchable by day / time
Add private lessons
Make total events and total participants visible
Ability to filter by facility
Ability to not see activities with 0 attendees
Add rental events and bookings
Searchable by day / time
Add private lessons
Make total events and total participants visible
MVP Present
Mid-fidelity design presentation:
Well-received by internal stakeholders.
Opinions split over which version was better (Cards or Tabs).
Other priorities meant we didn't for Usability testing, so I recommended the least-effort version (for the devs) shown below at right (Cards).
Well-received by internal stakeholders.
Opinions split over which version was better (Cards or Tabs).
Other priorities meant we didn't for Usability testing, so I recommended the least-effort version (for the devs) shown below at right (Cards).
Cards version
Tabs version
Scope change
Pared-down MVP:
Work was started roughly 4-5 months after the MVP due to priority shifts of leadership.
Once the work began, developer time was limited, and the filters were deprioritized.
Work was started roughly 4-5 months after the MVP due to priority shifts of leadership.
Once the work began, developer time was limited, and the filters were deprioritized.
Second revision MVP for release
Trust, but verify
Prototype testing:
I tested the prototype internally using UseBerry coupled with Figma.
Internal stakeholders overwhelmingly preferred (81%) the tabs version.
I tested the prototype over 3 days on 23 real-world users through a prototype link in an Intercom banner.
Users were given 3 tasks to complete, with metrics of the results below.
Viewing the results below, Cards were a wild success!
I tested the prototype internally using UseBerry coupled with Figma.
Internal stakeholders overwhelmingly preferred (81%) the tabs version.
I tested the prototype over 3 days on 23 real-world users through a prototype link in an Intercom banner.
Users were given 3 tasks to complete, with metrics of the results below.
Viewing the results below, Cards were a wild success!
Takeaways:
I Learned:
In an Agile environment, frequent shifts in priority are common.
When a new PM joins an ongoing project, I should present to them individually to ensure buy-in.
Prioritization and team bandwidth can limit the scope of solutions.
Maintaining detailed notes allows revisiting a project much later than initial kickoff.
In an Agile environment, frequent shifts in priority are common.
When a new PM joins an ongoing project, I should present to them individually to ensure buy-in.
Prioritization and team bandwidth can limit the scope of solutions.
Maintaining detailed notes allows revisiting a project much later than initial kickoff.
Justin Penney
ADP List mentor
Services
Strategic product design
Growth web design
Connect on LinkedIn
Justin Penney
ADP List mentor
Services
Strategic product design
Growth web design
Connect on LinkedIn
Justin Penney
ADP List mentor
Services
Strategic product design
Growth web design
Connect on LinkedIn