Case Study View .pdf View Slides
|
Getting StartedIdentify the problem
All Account Managers were given an iPad to use in the field, but were all-too-often requesting support for how to use the tool. Why did they need so much help? An Instruction Manual was created to use it. Content Audit If you want to fix a car, you need to know the parts and how they work. Before we stripped this interface down to nothing, we needed to first document all of the data points and flag key pieces of functionality. This was also a time to document any questions and assumptions regarding the data available. |
Personas
Because the tool being built was an internal tool, personas were fairly easy to build. We took a look at the makeup of our account managers who use Account Planner and determined there were for basic categories of users: Veteran field, veteran inside, new (2 years or less) field, new inside. There are other factors that we applied as well, including client geography (factoring cellular network speeds), and experience using tablet and mobile devices. Simplify the Process A closer look at the user behaviors and the data they consumer revealed a dire need for simplicity. By highlighting the primary content and hiding unnecessary data, we modified user flows to focus on the 5 primary areas of focus. All other content would still be accessible, but mitigating visual noise and ambiguity of actions was paramount to process improvement. |
Identify Inspiration: intuitive, influential interfaces
A closer look at the user behaviors and the data they consumer revealed a dire need for simplicity. By highlighting the primary content and hiding unnecessary data, we modified user flows to focus on the 5 primary areas of focus. All other content would still be accessible, but mitigating visual noise and ambiguity of actions was paramount to process improvement |
Usability Testing
During each iteration of concepts, we tested the responsiveness and interactions, and also tested usage with real users. We gathered feedback, and made updates accordingly. Once the go-live date was imminent, we stopped changes, moved the prototype into a testing environment for QA, and prepared for the initial release. Read the test document. Release & Iterate After releasing the product, user feedback is even more critical, and updates continued to the interface to improve the user experience, and ultimately company performance. Account Planner was used to generate ~$100 million in revenue in its first year after the update, and electronic contracts succeeded 95% adoption. |