DocsUnited is a tool to manage corporate documents and the data within. Machine learning algorithms automatically extract relevant information out of documents.
The purpose of this project was to optimize user workflow and come up with a new design concept for DocsUnited. The motivation behind this design was to reduce user frustration and to think of a new customer experience.
To comply with my confidentiality agreement I have omitted and appropriated confidential information. These designs are a reinterpretation of the original.
I was part of a cross-functional team and responsible for the user experience strategy and design of new DocsUnited web app. I lead the UX work, being responsible for the information architecture of the product and producing all major design deliverables.
The goal was to reorganize a content hierarchy to give prominence to critical information and optimize the way of user interacting with the system. Another challenge was to ensure consistency between design elements and their behavior.
On approaching this problem, it was important to observe and understand people and how they interact with products. Users Interviews, Empathy Map, Personas, Tasks Analysis and User Journey are just some of methods used to gain better understanding of users.
In the team, we emphasized rapid sketching, prototyping and user feedback. This created early team‐wide alignment and created a strong sense of ownership.
User-centered design means understanding what your users need, how they think, and how they behave – and incorporating that understanding into every aspect of your process. Jesse James Garrett
To build a successful persona, we needed to have a great understanding of the user goals, pain points, and behavior patterns. The combination of interviews and research helped us to identify 3 potential users. We used personas constantly throughout the project to guide design decisions, priorities, and create empathy amongst the client and our team.
Finding opportunity: Identifying user pain points
Understanding your users pain points is one of the most important steps during product discovery. If we do not understand our users, we will end up building a product that no one wants or needs. To address our users’ true needs, we had to dig deeper to figure out what has been done in the past and why it didn’t worked out.
1. Information architecture
Some of the main issues in the current system were content overload, duplicated features and hidden actions. Users were confused seeing app for the very first time. It was hard to understand different sections and where to find what you are searching for. Upload and OCR were hidden, so user would get easily disoriented questioning where are the files that just have been uploaded and if they are somewhere in the system at all. Things were getting even worst without any notification messages.
2. User flow diagrams
User flow diagrams are the fastest way to plan customer journey path and improve user experience. We checked all crucial user flows, from the user first steps to main goals, in order to optimize ways of interacting. During research phase, we discovered that user had to do a lot of steps manually, what was causing frustrations. Furthermore, some of the flows would have “dead end” as it would not be possible to cancel or end process that is blocked by some error message.
3. Customer journey map
The map was created to help summarize feedback and help product managers understand whether our features reduce pain points that are surfaced in the customer journey map.
Almost every popular product starts from MVP with the key information and becomes more and more cluttered adding new features as it grows. Sometimes we need to take a step back to focus on what actually matters to the user. Renee Lin
Copyright © 2019 Miroslava Jovicic