5-Star | Native Mobile UI/UX Design | '16
Overview/Context:
Our product team uncovered an internal need at WWT for quickly providing employee feedback, both quantitative and qualitative, through a native mobile app. Management wanted to reinforce/promote a culture of feedback & transparency by allowing quick & easy feedback loops within and across teams.
Problem Statement:
The challenge was that employees were hesitant to provide direct feedback, and that currently utilized tools, like Survey Monkey, were time-intensive to create and complete. WWT needed a single portal that compiled the data in a meaningful/useful way for employees and managers to address.
My role/s & Responsibilities:
My specific role within this project was to undertake user research and create prototypes to assist product ownership and development teams in architecting the features and flows within the application, to provide branding and visual design, to outline interactive elements, and to provide visual direction to the teams. I was responsible for the overall end result regarding the user experience with the product.
Scope & Constraints:
The first phase for MVP release encompassed login/authorization; account management; survey creation, sharing, entry/completion; feedback informational data visualization; and timeline views & legacy access. I worked closely with the PO team to brainstorm further features and create an overall product roadmap. The product and dev teams decided to implement the app with Flutter, allowing for both iOS and Android development within the same code base. In this case, I provide design elements for both iOS & Android, including dark-mode mocks (essentially each view becomes four). Another primary system constraint was that it had to integrate with our current HR product.
Users & Research:
WWT Internal Employees (18-65), all levels & roles within company. We also investigated/evaluated currently existing solutions. I conducted slack/webex interviews, and also created a survey (ironically in survey monkey) that was completed by 125 participants. The survey allowed for quickly gathering information from a sample of my target audience, while the interviews allowed me to gain a deeper understanding of the participant's behaviors. The main takeaways from the two methods were: people did not (have time to) create in-depth surveys on their own and, and they did not generally (have time to) complete them for everyone on their teams. I recommended initially providing templates for surveys and minimizing feedback survey requests to no more than five people in a given month. I distilled this information down into three primary user personas and defined their experiences in garnering feedback with customer journey maps.
Process:
I analyzed the current flow and tasks embedded within the prior flow for gathering large amounts of scheduled feedback, finding that this did not fulfill the wider need for timely and individualized feedback amongst team members. The prior flow being more suited to quarterly reviews, rather than spot feedback. I conducted user testing with a li-fidelity prototype in a mobile context to see how users would complete certain tasks (with some context). I was curious if/where they would act on specific screens. The goal was to identify pain points that could be improved in future iterations. I tested the primary tasks of creating, sharing and completing surveys.
On Google Play Store (Private Access)
Outcomes, Results, & Lessons:
To evaluate the new survey creation flow in the new mobile app, I relied on usage metrics and usability tests. This allowed me to gain deeper understanding through combining both qualitative and quantitative information.
Impact: Users were more likely to create and complete feedback surveys, and the overall task completion rate jumped from ≈ 20% engagement to ≈ 80%, and the overall task time to completion was slashed from ≈ 24 minutes to ≈ 6 minutes.
Further work: Discussions with users further revealed that they would find a metrics dashboard for themselves and their subordinates useful.
Reflections for posterity: In writing this – my first – case study, I realize now the importance of documenting all the interstitial steps of the UX process, rather than only retaining the final visual deliverables.
