During my internship at Visier, I feature tested and defined the vision of the send analysis by email experience. I worked with my manager, the UX team, and a developer to iterate, implement, and determine next steps for the experience.
Image: Send analysis by email vision
Background
Send analysis by email gives Visier users the ability to schedule and send analyses. During my internship, there was a request to introduce a new feature to the experience that allows users to include a condition for their email to send. I was tasked with determining the UX of the feature and updating the UI to match our design system.
Project
Send analysis by email
Project Type
Feature test
Vision
Role
User experience designer
Image: Current send analysis by email
Project Goals 🎯
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Determine UX of setting a conditional delivery
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Identify usability issues & provide recommendations for improvement
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Update the modals outdated aesthetic to match the design system
What I did 💼
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Environmental scan of form design and scheduling platforms
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Ideation wireframes
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Internal usability test sessions - A/B testing the current and vision
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Collaborated with stakeholders to iterate and implement the designs
Success Metrics ⚖️
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Decreased error rate
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Decreased time on task
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Increased task success
How might we make it easy for users to send an analysis by email, so that more insights are pushed - attracting people back to Visier?
Add error prevention
The current design lacks error prevention. Required input fields are difficult to find, and there is information overload that can be overlooked. Accidentally clicking cancel or outside of the modal causes users to lose work.
Assumption: Reducing visual noise, labelling optional and required fields, and adding a confirmation dialog when exiting the modal will decrease the number of errors that occur.
Expected result: Decreased number of errors
Use familiar copy
The modal uses jargon such as ‘Rule’ and ‘Token’ that can be confusing. Copy should be familiar, concise, and easy to understand, as this shows empathy and that we care about our users.
Assumption: Using familiar copy will help users complete the scheduling process faster and easier.
Expected result: Decreased time on task
Be approachable to all users
Analysis email scheduling should be easy to use for analysts, power consumers, and general consumer personas. Analysts benefit from email scheduling by sending analyses that empower decision makers, power users share findings, and general consumers can use this to monitor KPIs.
Assumption: Current process is not approachable to general consumers with little analytics proficiency. They need more support.
Expected result: Increased task success, decreased exit rate
Testing solutions
I recruited internal users to test a workflow in the current experience followed by a prototype ‘solution’. The sessions aimed to
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Validate assumptions made previously
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Uncover pain points and positive moments in the design
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Learn about user behaviours and preferences
Insights
Adding a condition experienced the most friction 😣
Participants asked the most questions when asked to add a condition for the email to be sent. 40% of participants said that they didn’t feel confident that they completed this task correctly. The 'solution' experience was an improvement, but users wanted more help.
Replace jargon with terms that even novice users can understand ✍️
While testing the current experience, participants didn't understand what certain input fields were asking for. To make the experience easy, we need to make sure that our text strings are clear and understandable to even our novice users.
Workflow should match people's mental models 🧠
Participants expressed that they the current scheduling workflow was confusing. Participants first wanted to input who they are sending the email to, then what they are sending, and then schedule the email.
Result
I had the opportunity to present the project to over 100 people in the organisation. Recommendations for the conditional delivery workflow were implemented in the app, including making the copy clear and easy to understand, changing the order of steps to match users expectations, and adding more context to support users with complicated tasks.
Future iterations will look into updating the UI. This implementation is more complex, since the vision work introduced new components and patterns to the design system that must be extensible to other parts of the app.
Reflection
We can make workflows easier by leveraging better design patterns ✅
A problem found with the current drawers pattern was that it’s easy to make mistakes. Information is lost in a scroll making it difficult to see the contents of each step. By leveraging an improved design pattern - a wizard - I was able to separate the complex workflow into small and manageable tasks to help users easily go through each step.
Create positive moments by empathising with users ✅
The send analysis by email experience was enhanced as a result of testing the workflow on users, gathering feedback, and iterating the design. By understanding user pain points and priorities we were able to create a solution where people made less errors made, there was a decreased time on task, and a higher task success rate than the current design.
If you made it this far, thanks for reading 🔥