During my internship at Visier, I helped feature test and define the vision of their analysis email experience. I worked closely with a developer and my manager to implement and determine next steps for the experience.
Send analysis by email vision
Send analysis by email was designed to increase adoption of Visier's platform, by pushing analysis insights to customers. The experience aims to attract users that don't have the time, desire, or need to log in to the app on a regular basis. The emails increase the number of impressions on an analysis, and attract recipients to log in to the app - increasing the number of active users.
Send analysis by email
The UX facelift
The proposal started while my manager and I worked on adding a new feature that allows users to include a conditional delivery for their email to send. A heuristic evaluation found cosmetic to major usability issues, with the opportunity to improve error prevention, use familiar copy, and be approachable to all users.
Current send analysis by email
Project Goals 🎯
Gain feedback on the new feature
Identify usability issues & provide recommendations for improvement
Update the modals aesthetic to match the design system
What I did 💼
Success Metrics ⚖️
Decreased error rate
Decreased time on task
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 VP?
Make it easy
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
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
Approachable to all users
Analysis email scheduling should be easy to use for analysts, power consumers, and general consumers. 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
I recruited 5 internal users to test a workflow in the current experience followed by a prototype ‘solution’. The sessions aimed to
Validate assumptions made in the heuristic evaluation
Uncover pain points and positive moments in the design
Learn about users behaviours and preferences
Testing validated assumptions identified in the heuristic evaluation.
The 'solution' prevented major errors that occurred when testing the current workflow - including accidentally closing the modal and losing work and not knowing what input fields were missed
Participants were 2x as fast completing the 'solution' experience - mentioning that the language and steps were more clear
The 'solution' workflow had a 20% higher task success rate
Participant quotes on the current experience
Setting a rule experienced the most friction 😣
All participants asked the most questions when setting a rule and took time wondering what terms meant. Two participants said that they didn’t feel confident that they input their task information correctly. The 'solution' experience was an improvement, but there's an opportunity to add more help.
Remove jargon ❌
While testing the current experience, a new Visier user said that the process made them feel like a “moron" and that the ‘solution’ was “much easier and more clear”. This feedback helped support some minor enhancement recommendations that have been implemented in the experience.
Workflow should match people's mental models 🧠
Participants mentioned that the workflow of schedule details → email details → recipients wasn’t how they expected to schedule an email. Similarly, the order of input fields within the steps didn’t match their expectations. Future design iterations should continue consolidating the steps to better match people’s mental models.
I documented the project and presented the work to over 100 people. Recommendations for the conditional delivery workflow were implemented in the app, including making the copy clear and concise, changing the order of input fields to match users expectations, and adding descriptions to support users with completing complicated tasks.
Future iterations will look into updating the UI. The implementation is more complex, as the vision work introduced new components and patterns to the design system, such as the wizard, that must be extensible to other parts of the app.
We can make workflows easier by leveraging better design patterns ✅
A problem found with the drawers was that it’s easy to make mistakes. Information is lost in a scroll and it’s difficult to know what inputs needed to be completed. By leveraging a commonly used design pattern - a wizard - I was able to separate the complex workflow into small and manageable tasks to help users easily accomplish their task.
Create positive moments by empathising with users ✅
The send analysis by email experience levelled up as a result of testing the workflow on users, gathering feedback, and iterating the design. By empathising with our users we were able to create a solution that made an impact - with less errors made, decreased time on task, and a higher task success rate.
If you made it this far, thanks for reading 🔥