I am currently consulting for a startup called PeopleVine that offers a CRM platform to help engage, connect, and grow customers and businesses. They power many well known companies such as Zip Car and Rosatti's. With so many "out-of-the-box" tools and resources they provide, it took me a while to get use to navigating and using these features. For example, PeopleVine's customers can create newsletters or surveys as well as collect and analyze the data gathered from sending them out.
My duties began with conducting preliminary UX checks on the flows and language a user takes to complete a task (such as sending out a newsletter or creating a reward program). This uncovered some copy that was unintuitive and misleading as well as an unnatural flow for setting up surveys and newsletters. In order to verify that these flows and language were misleading, I set up a couple customer interviews and had recorded their screen and voice while I observed them complete tasks. I simply asked the customers to think out loud and talk their way through their choices and pain points while they completed a task. As I had hypothesized, there was a lot of confusion and neglect for the features that the users didn't understand. Feedback and observations suggest that there is too much content that is cluttered and in no particular order and the copy does not help the user understand what the feature or option means when building a newsletter or survey.
My next step was to have a stakeholder meeting with my boss to discuss these problems. I had quickly learned the difference between a quick win and a long term solution. I had began to sketch out and wireframe a more user friendly flow for creating a survey, when I soon realized that my boss and developers had no time to put towards completely re-vamping a component. My boss showed me how to design for "quick-wins". A quick win in this case was keeping the current U.I, but rearranging or making small changes to create a better human-computer interaction.
Unfortunately, most of my work done here cannot be shown because it will reveal too much of the platform to those who are not customers. Below in figure 1.a., I provided my protoype that was designed to replace the current survey builder.
figure 1.a. shows a prototype for a mobile-first approach to redesigning PeopleVine's create a survey feature.