• User Research
  • Wireframing
  • Prototyping
  • User Experience
  • User Interface
  • HTML/CSS

Discovery

While sitting in on a customer call, I learned that managing data inside Lytics could be difficult, especially when trying to determine the overall health of their imports and exports. Knowing that there was a problem, I organized a workshop of internal users to identify additional areas of improvement.

Results of an afternoon user journey workshop

The results of the workshop were distilled down to an easy-to-consume diagram we call a User Journey. This artifact is our own spin on the ideas in Indi Young’s book Mental Models. The diagram helps us identify areas of the user journey that are ripe for improvement.

The refined user journey diagram

Taking action

The first step toward taking action on our findings was outlining an ambitous redesign for most of the data management user journey. Of course, you can’t implement all that at once, but it acts as a helpful north star during discussions with stakeholders.

The provider overview. An example mockup from the ambitous redesign

For reference, here is a sample of what the UI looked like prior to the redesign.

The provider overview. An example of the UI prior to any improvements.

Based on what we learned from the User Journey, as well as feasibility discussions with engineering, the design was broken down into chunks that could be implemented one at a time. The first iteration included three big changes: surfacing workflow status, links to documentation, and a re-organized layout.

The provider overview after the first round of iterations

These improvements were an immediate success. Customers were able to quickly find out if an import or export had failed. They could also find relevant documentation a lot faster. The re-organized layout also set the stage for further changes.