Understanding First 🤔
Context:
The contact record was a critical feature but plagued with usability issues.
Users were frustrated by the inefficiency and high interaction cost.
Objectives:
Simplify the user interface to reduce the number of clicks required to access information.
Improve consistency with the overall brand aesthetic.
Enhance user satisfaction and decrease the volume of user complaints.
"Users reported that the feature was clunky and inefficient, hampering their workflow."
🤿 Diving Into User Research
To tackle these challenges, we embarked on a comprehensive user research journey.
User Research:
Conducted initial user interviews to understand firsthand the pain points and needs.
Implemented surveys and additional interviews to gather broad quantitative and qualitative data.
Performed usability testing on the existing design to identify specific friction points.
"User interviews and surveys revealed key pain points and areas needing improvement."
👩🍳 Perfecting the Experience
To ensure the redesign met user needs, we engaged in focused usability testing.
Testing and Refinement:
Engaged with a subset of users who interacted frequently with the contact record feature.
Conducted focused usability testing sessions to refine typography, layout, color, and iconography.
Adjusted the information architecture to ensure intuitive navigation and easier access to frequently used features.
"Focused usability testing refined the design to enhance usability and aesthetics."
🚀 Launching the Redesigned Contact Record
After weeks of rigorous design and testing, we launched the redesigned contact record.
Timeline:
Week 1: User research and initial mockup design.
Week 2: Design and testing of Prototype 1.
Week 3: Design and testing of Prototype 2.
Week 4: Final adjustments and design freeze of Prototype 3, followed by preparation for deployment.
"The redesigned contact record launched after four weeks of intensive iteration and testing."
🤓 Tangible Improvements and Positive Feedback
The redesigned contact record yielded significant improvements in user satisfaction and efficiency.
Outcome and Impact:
User Interface Improvement: The redesign introduced a cleaner, more intuitive layout with streamlined access to essential functions, significantly reducing the average number of clicks per session.
Brand Consistency: Updated the visual elements to align with Better Agency’s branding, enhancing the aesthetic appeal and contributing to a more cohesive user experience across the platform.
Increased User Satisfaction: Post-launch feedback indicated a marked improvement in user satisfaction, with a reduction in customer complaints by over 50%.
Efficiency Gains: Users reported a noticeable decrease in time spent managing contact records, allowing them to focus more on client service and less on navigating the system.
