Bosch Workshop Portal
A team needed to update their web portal to resolve user experience issues. Users were complaining about not being able to complete simple key tasks. What did we do?
About the project
My role: UX consultant
Timeframe: 3 weeks started on February
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🚀
1st wave
The first version of the portal was released in 2018. Missing UX process and tests
🤔
problems detected
With the live version, customers started to complain about the usability/performance
👩🏼💻
redesign
Runned Design Thinking phases to find out more about the problems
🌟
2nd wave
Design improvements and better user experience accomplished
Phase 1: analysis & empathize 🙇🏼♀️
The very first thing we did was recognize who the end user was and what was their true needs. For accomplish that, we chose to interview some of the users to create an empathy map. Here's the results:
Total interviews: 5
Tool: Miro
Main pain points:
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Loading and response time after an action performed
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Feedback messages not clear
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Useless features
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Dificulty to finish simple tasks
Phase 2: ideate 💡
We knew who our users were and that they were feeling. Then, we needed to find out how to improve their experience in the website. Perfect time for a brainstorm!
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Tool: Miro
Conclusions:
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A new prototype would be proposed and tested with some key users
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Technical team (frontend) would then evaluate the implementation
Phase 3: prototyping 📐
First, I draw some low-fidelity ideas to improve the feedback messages and the audit flow, two pain points.
Low-fidelity prototypes for audit flow - Balsamiq
I wanted to ensure that users are aware of the steps they need to follow to complete the audit flow, avoiding skipping important self actions that decides the result of the audition. So in this particular screen, that was pretty confusing, we have decided to add a step indicator separating phases of the actions.
Phase 4: testing the solution 🎨
As decided by the team, we wouldn't have enough time and budget to build a high-fidelity clickable prototype. So we started our tests with some key users using printscreens of the images above.
6 users
tested the prototypes and completed the tasks
UX Design
approved by the system owners and the key users
Time response
for the users to complete the tasks were decreased
Some takeaways and lessons learned from this project:
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It's very difficult - almost impossible - to create a good UI without truly knowing the user who is going to use it. In the first wave of this project, UX process were not considered during the study phase.
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Some development rework could be avoided and budget would also been saved if UX study were applied in the first wave.
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This is a good example of how much quality and user satisfaction can be achieved with a good UX process.