Inside Look: Stakeholder Engagement Product Redesign (Incomplete)

Portfolio

Portfolio
May 31, 2021
Tom

(This is Incomplete)

This article is an inside look into the procedures and design work I contributed towards in producing a SAAS product for the company Mysite Design*

ABOUT

The SAAS product is an established Stakeholder Engagement System aiming to help record interactions and data between companies or government agencies and their respected stakeholders and clients.

WORK DONE

I redesigned its core system into a unique product tailored towards the companies and client's goals that manage significant amounts of data and interactions across a diverse range of users.

The process was broken down into the following areas:

ANALYTICS

Started by analyzing current client usage through previously set up Google Analytics and Team Azure. Then divided up parts of the system to prioritize workload.
USER INTERVIEWS

Before user interviews, we as a team helped create persona types to help categorize different user journeys and flows. From there I interviewed two of each persona and find out their current pain points and user journey of the system whilst building on the concept to help demonstrate possible solutions for the clients and increase workflow.
CONCEPTS

Based on the analytics and ideas of the CEO, I made a basic concept of the Main 'Workspace' section of the system to use amongst our user interviews.
DESIGN SYSTEM

A detailed UI kit has been compiled to save development resources describing the UI elements, their status, and behavior in different conditions and situations. During the development process, the UI Kit has become a complete design system.
PROTOTYPING

From both the User interviews client feedback and Analytics, it clearly showed our initial feelings of priorities were a little off and that the new highest priority to work on was the current Search functionality as it was both the main user page and highest pain point.
DEVELOPMENT

I was working in the Development team for 1 year before working exclusively on the UI UX. I have been instrumental in speeding up the development cycle for the new UI Upgrade and Mobile application (such as Fuzzy / Predictive Search, Workspace management functionality).

ANALYTICS

Getting the raw information of how clients used the product from the current implementation of analytics proved difficult as it hadn't been made a priority nor much time spent in having it set up.

I gathered what information I could from the following two systems that were implemented.

CHURN ZERO

The current Churn Zero had not been specifically set up for Dev but more the Product cliental interactions, so no advanced analytics. From the limited current data the most important takeaway was:

The search page was the most frequently visited.

GOOGLE ANALYTICS

To obtain the user flows, I first looked at google analytics to see what data I could obtain. I could easily see the search functionality was the most used page/component.

Secondly, I was working out how people were searching. The top search scenarios and finding out what priorities they were in for the cliental.

Unfortunately, there was no data on the current workspace or how user's used the core functionality of the system. So we needed to rely on the following User Interviews

USER INTERVIEWS

OUTLINE

Select 2-3 people per Persona with exception of the executive Persona to ensure the design is not biased to one persona.
Send an email out with a Calendly link to clients to obtain Interviews.
Log people contacted for an interview in Pipedrive.
Interview with the following guideline of questions.
Create a documented page for each interview with clear recordings.
Create a results doc with a list of all insights found.
Summary insights on InVision to be used for the design.

PERSONAS

Considering the complexity of the product, the first step we started with was, creating User Personas. The CS and Design team had a meeting and planned out segmented personality profiles for each key customer group. Creating the Personas helped clarify and Group the Cliental Users into manageable segments to empathize with their problems. We spread out the types of people we interview to avoid design bias and find what was needed from each group. More importantly, prioritize what was needed most.

INTERVIEWS

Interviews were conducted with pre-planned questions alongside interpreted questions amongst the

USER JOURNEY's

A big part of our process was to have user interviews and find pain points the users were currently having with the main workflow of the system. I decided to map them out for each persona, to see exactly what they were doing and something to reference after implementing a new user flow.

FROM THIS:

Current user journey:

TO THIS

New User Journey:

HOW MUCH TIME DID WE SAVE?

All greyed content is what has been subtracted/removed from the process.

FURTHER REQUESTED METRICS

Metrics will be helping us with making more informed decisions on Workspace Priorities. The following requested metrics were sent to the development team to implement.

Track when an Entity is opened in the workspace.Is the Workspace rewrite the priority over a search component rewrite? We will be able to compare searches and workspace entity opens to see what the ratio is and which is used more frequently and determine a better decision.
Track how many times an Entity is reopened from the search Grid per user & per team & enterprise. Do we need to show recently viewed/edited Entities?If we find that it is very common to reopen the same entities, we should be able to take a load off the Search Request API by showing either showing recent Entities, or that have been opened or starred/pinned for quick access.

Future Questions for Forthcoming Metrics

Which entity types are open most frequently?
Which is action is performed the most? Updating data? Creating relationships?, Adding existing Relationships?
Which user type uses the Workspace most?**
What is the most common screen size when viewing the Workspace?
Which method is mostly used to track complaints? They either: Use Issues to track it "Complaints" -multi-select. (We do not recommend this - Was done in CM3 by some people) Use Sentiments to track this "Enquiry vs Complaint vs Compliment" (We sometimes recommend this) Use Event Types to track this "Complaint Event Type" (We do not recommend this)Use the Complaints Entity to track it "We like recommending this but some Users find having to link this to BOTH events and stakeholders very tedious"