The first UX process in a multinational company

The Problem

The VIDaaS application had already been developed by the company, but it was already totally obsolete and had not been created with a focus on usability, which made some features somewhat vague, in addition to the lack of information to use the application.

First Step

The necessity to improve the app came from the amount of complaints that customers made about the app, ranging from “very difficult to use” to “I don't know how to add my documents”. With these feedbacks, the product team gave us the necessary business vision that motivated the application's improvement.

After the alignment with the business team, it was time to talk to the developers, understand what technology was used, and gather some references, to create components within the reality of established languages.

User's Journey

After understanding the goals and routine of the teams involved, the screen analysis began, as was the path the user took to perform a certain task, and then, following the UX principles, we started to create a new journey of the user, proposing an easier and more understandable flow. Soon after, this stream was converted into new screens.

StyleGuide

The company still didn't have a defined Design System, but that didn't stop our team from developing a styleguide with the necessary standards according to the company's brand. Then we established the font sizes, colors and their respective variations, as well as the mapping of the components and illustrations.

Obstacle

Everything was going very well, but a screen ended up generating certain doubts in our team, which was precisely the home of the portfolio. What information would help the user to identify the document desired by the user? With this question in mind, we gathered the support team, which was closest to the user.

They emphasized that this information would be the credential number, name and photo. We passed this to the screen, and to complement the information we implemented a flag that categorized the documents.

But that wasn't enough, we needed to test who will use this screen: the user.

Usability Test

We called the support team to present the need for a usability test, and for them to help us get in touch with the company's customers, already users of VIDaaS. We managed to recruit the ideal number to get an average: five people. We developed a roadmap to understand if the purpose of the app was clear and also some tasks to be performed.

First Round: Result

The results were very different from what we imagined, users could not perform the task, and when they did, they spent most of their time trying to understand the interface. One of the users suggested adding colors to the screens, but thinking about people who have some kind of condition that affects them visually, we didn't follow through with the suggestion. Here's a summary of the test:

Feedback: 80% of users commented that the title of the document and the addition of icons could help them find what they want.

Second Round: Result

Success! With the results of the first test, we implemented improvement points on the screens, recruited another 5 users, to avoid bias. And ALL users were able to perform the task of selecting the desired document.

We brought together the product, business and technology teams and presented the data, and the need to implement this improvement. All agreed with the implementation.

Next Steps

Track reviews on app stores;
Create a stronger partnership with the support team to have access to tickets, in case some of them refer to a usability issue.