Research

Talk to stake holders and users, create prototypes, get insights, improve.

Strategy

Product planning, rollout plan, release cycles.

Problem Statement

Content at the moment is in bits and pieces all around in
different sites pertaining to different components.

Huge amount of data to be processed taking different
users roles in to consideration

Design

Sketches, wireframes and Prototypes.

Analytics

Events and real-time data visualisations.

Solution

The final product has users needs in mind: A simple
and clean user interface with relevant-only
information shown to the customers and different
roles.

Product Definition

eService portal is a data driven system where it gathers information from different modules like firmware, Hardware and connect through IoT. Its is a huge data driven portal from various components. So it is very important to gather the requirement from different stakeholders and draw the big picture.

The product definition phase gave a clear foundation for the final product. During this phase, we brainstormed around the product at the highest level, basically, the concept of the product with stakeholders. This includes

Stakeholder interviews - Interviewing key stakeholders to gather insights about business goals.

Value proposition mapping - Marking key aspects and value propositions of the product: what it is, who will use it,
and why they will use it. Value propositions helped the team and stakeholders create consensus around what the product will be and how to match user and
business needs.

Concept sketching - Creating an early mockup of the Application, basically coming up with low-fidelity paper sketches of the application.

Product Research

User Interviews - For a great product experience starts with a good understanding of the users. In-depth interviews provided us with qualitative data about the target audience, such as their needs, wants, fears, motivations, and behavior.

Competitive research - This helped us in understanding the current products in industry, standards and identify opportunities for the app within its particular niche.

Analysis

User Interviews - Getting a good understanding of the users and their needs. In-depth interviews conducted with different user groups like Customers, Agents, Technicians, Call Center Executives and Admins, Stakeholders - provided with qualitative data about the target audience, such as their needs, wants, fears, motivations, and behavior.

Competetive Research - During the competitive research we got better understanding of the landscape of solutions which is crucial to the foundation of the solution we are designing. Competitive analysis provided strategic insights into the features, functions, flows, and feelings evoked by the design solutions of our competitors. By understanding these facets of competitors’ products, we can strategically design your solution with the goal of making a superior product.

Design

Sketching - UX sketching is a crucial, yet often overlooked, aspect of user experience design. Sketching is a very efficient way of communicating design while allowing designers to try out a multitude of ideas and iterate them before settling on one.

In the initial step, multiple ideas are generated, but since they cannot be fully shaped, it is not uncommon for some of the elements to be incomplete or missing. The main thing is to consider different approaches and to decide which is the most efficient in the context of your task and the various constraints of the project. Step by step, you settle on a few promising variants and proceed to work out the specifics, thus rendering some ideas unsuitable.

Wireframes - Wireframes helped us to visualize the basic structure of the app, including the key elements and how they fit together. Wireframing acts as the backbone of the product, and its the foundation for all the mockups and prototypes.

Once we got the feedback from stakeholders, made necessary changes and created High fidelity wireframes with more concrete shape to UI Components, which contains the complete blueprint of the design and is the most accurate and almost similar to visual design screens without much of colors.

Prototypes - Once the wireframes got approvals the next important step in our UX process proceeded to clickable prototypes serving different user flows targeting specific user goals. These prototypes will engage all the stakeholders have the vision realized in their hands and can judge how well it matches users’ needs and solves their problems which makes testing to yield more accurate, more applicable results. The versions closest to the final product will enable us to predict how users will take to it in the marketplace.

Design specification - After the prototype are completed. We added design specifications containing all of the visual design assets required for developers to turn the prototype into a working application.

Creating a design system - For a larger project like this, where they are many components, screens sizes, and multiple device support we created a design system comprising of components, patterns and styles that help both designers and developers stay on the same page regarding the design.

Validation

To test the portal we have conducted Internal testing, Concept testing, Usability testing, Tree testing and A/B testing as well.

Internal Testing - Once the design team has iterated the product to the point where it’s usable, it’s time to test the product in-house. Team members tried try using the product on a regular basis, completing routine operations to uncover any major usability flaws.

Testing Sessions - Also conducted user testing sessions with people who represent our target audience which is very important. There are many different formats to try, including moderated/unmoderated usability testing, focus groups, beta testing, and A/B testing.

Surveys - Surveys are a great tool for capturing both quantitative and qualitative information from real-world users. And we didn’t miss this which helped us to ask open-ended questions like “What part of the product you dislike?” to get user opinions on specific features.

Analytics - Also used analytics tools to get Quantitative data (clicks, navigation time, search queries, etc.) which helped to uncover how users interact with the application.