Understanding the Problem

For this project, the Company already had a way to register, manage and track EUCs. However, the users found it clunky and difficult to use. Client was aware of ongoing issues, but didn’t know what to tackle first or how to resolve them. My role was to measure UX, identify and prioritize issues and come up with a solution to improve the overall experience.

The Constraints

  • Part of shared services model where we were brought onto a project for short term and was not part of product team.
  • Small team for the amount of work we had before us - I stepped in to help with sketching and producing wireframes.
  • Lost my UXR in the middle of the project - I stepped in to help with journey mapping while juggling other projects.
  • Holidays cut our testing short - still able to have a few focus groups, but nothing post-production.

The Process

User Journey Map

Hi-Fidelity Mockups

I created my mockups in Axure 8 and created a clickable prototype to share with the client. 

Results & Takeaways

As a shared-services team, my team doesn't always get to be involved in the development from end-to-end. However, once the new design went into production, the product team shared positive feedback that came from users on the new user experience. 
Were I continue to work on this project, I would: 
  • Be more involved in development and post-production to ensure UX was developed as designed. 
  • Use System Usability Scale (SUS) in production to see how much our designs improved usability of the app.
  • Gather more quantitative data before / after (error rates, # of help desk tickets, time to complete a task, etc.) 
  • Have more rounds of user testing while we were iterating on designs and in development.

Comments/Feedback

“The ugly duckling (forgive me for saying that) turned into a real swan. Easy to use. Just perfect." 
-EUC Portal User