To improve the event registration module and improve client satisfaction throughout the product.
Qualitative & Qualitative Research, Competitive Analysis, UI/UX Design, User Flows, Mockup Designs, HTML & CSS Prototypes
UI/UX Designer (me), Product Owner & Ten Overseas Developers (Bolivia)
10 months doing the Agile Methodology with 2 week sprints
netFORUM Pro SaaS software provides a complete set of membership management features, easy to use reporting and enhanced tools to allow associations to easily interact with members and strengthen member engagement.
Our customers where complaining that the product's registration module used to sign up people at trade show or conversations was too long and not easy to follow. How do we reduce the number of steps so people can easily compete the process?
The main goals of this project where to:
As the UX/UI designer for this project, my role was to collaborate with product owner and design the new workflow of the module.
I worked closely with our development team to determine what strategy would be best to improve the registration module.
I picked the Lean UX approach because it focuses on the experience under design and is less focused on deliverables than traditional UX This way I could obtain feedback as early as possible. It required a greater level of collaboration with the entire team and being the only designer, I needed to speak with the developers as much as possible. Also, Lean UX mimics the Agile life cycle we were in the beginning process of adapting to, so it fit perfectly.
My first step was to map out the current event registration flow in order to identify friction and how I might be able to simply it.
A heuristic evaluation was performed by defining criteria to identify weaknesses and strengths of the application. The results showed we had three large problems in:
Next, I performed remote interviews on 8 current customers of the application. The interviews took approximately 30 minutes and use usability scripts that I wrote with open ended questions I felt would help me understand their concerns. The scripts gave the users a series of task to perform. The goal was to see how well they completed the tasks and then I would ask if they were excepting that action or what are your thoughts on the layout.
Found the workflow to register people to long and cumbersome
Wanted a newer look to the product
Found the flow to be ok but needed some improvements
Based on the research two personas emerged; the Database Manager and the Membership Manager.
“I need confidence that the system is accurately capturing and reporting my data because I put a lot of time and effort into it.”
Keeping in mind Sara the Membership Manager, Pamela the Database Manager and how their customers use the application I began to develop a new workflow that would reduce the amount of steps a user would need to go through to register for an event.
Behold after much whitboarding, working with our product owner I came up with a solution that took the registration workflow steps from 12 down to 4! Pamela, Sara and their customers are going to be so excited when they use this new process.
With the new registration workflow Pamela:
Understanding how Sara and Pamela use the application lead me to designed an interface that was clean and simple to navigate. Making sure they and their customers don’t have to think about how to use it was a priority.
When we launched the new release I did more user testing to see if user where finishing the new workflow. Here was my approach and results from the testing.
The team will continue to do user testing and surveys with our users to find new enhancements and any other issues they might come across.