Data Gathering & Defining The Goals
When I joined the team, LightCommand was already in the market. Stakeholders had the target groups defined and created assumption personas. In addition to that, the sales team already received a lot of product feedback and complaints from the customers. The plan was to conduct usability testings based on this information. In that way, I could determine the reasons for complaints and pain points to find design solutions. Refining assumption personas during the research process was also on our long-term plan.
Guerilla Usability Testing
As an HR manager, I want to give administrator rights to other HR team members. So, I build a company hierarchy and share the workload.
As an HR manager, I frequently want to issue bulk and batch passes to new employees. So, I provide multiple users per pass or various passes per user in one step.
As a facility manager, I want to ensure that each door is installed successfully with correct information. So, employees and guests can access places without any problems.
As a smart homeowner, I want to let a guest or a cleaner in my house when I'm not home. So, I share restricted access to my house.
The business goal was to reduce customer frustration, mostly on pass sharing feature and managing access rights, that the sales team receives negative feedback.
Testing the legacy app
Guerilla Usability Testing
I conducted a guerilla usability testing and interviews to gather user insights and identify the usability problems in the legacy app.
Create a New Pass page
How a participant performed "Create a Pass" task:
You use LightCommand at home. Imagine that you've decided to get a house cleaning service for one month. You signed a contract with a cleaning lady, and she's starting this Saturday. However, you are not going to be at home when she arrives. So, you're going to use LightCommand to let her in.
So, how would you let her in between 10 am to 3 pm on Saturdays through LightCommand?
Her name is Alice Flores.
How would you rate the difficulty of this step/task from 1 to 7, 1 being easy, 7 being very hard?
Average Difficulty Rate: 5.6
Highest Rate: 4.5
Lovest Rate: 6.5
Task Completion Time
Task Completion Average: 8:50 mins
Fastest Participant: 4:28 mins
Slowest Participant: 11:16 mins
Share/create a pass
"I think it would be easier if it would be visualized with like timelines etc. Also, the terms are complicated."
Access Point (Door) Details page
Imagine that you're a facility manager at "DL Tech" and "1aim Headquarters".
You just installed the product in a conference room door at DL Tech. You named the door "Conference Room".
How would you ensure that you entered the address of the Conference Room correctly?
*How would you rate the difficulty of this step/task from 1 to 7, 1 being easy, 7 being very hard?
Average Difficulty Rate: 5
Highest Rate: 7
Lovest Rate: 3
Task Completion Time
Task Completion Average: 4:10 mins
Fastest Participant: 4:12 mins
Slowest Participant: 5:08 mins
Find the address of Conference Room
"I would not expect to find the address information under a submenu of an access point. I would expect to see it directly on the list."
Overview of the Insights
According to the information gathered, overview insights of the app are listed below.
Consistent error/success feedbacks (most of the time)
UI Design mistakes
Inconsistent interaction patterns
- Some of the participants couldn't discover the "Create Pass" button on the sidebar
- Some of the participants attempted to share a pass by the filter (the text fields on the top part).
- Most of the participants selected "Temporary Pass" on the Pass Type section to create a pass for a guest. However, this feature is meant to create a single-use pass that can not be valid for one month.
- Most of the participants had difficulties understanding the pass recurrence options: Continuous, Daily, Mon-Fri, Sat & Sun.
- Most of the participants expected to be directed to the Passes page after a successful pass sharing.
- Add the "Create Pass" button as a CTA on the top of the page and remove from the sidebar. In that way, we also have a consistent interaction as we updated on the mobile phone
- Hide filter options under a "Filter" button as a secondary button. Keep the search textfield.
- Make the naming clear for the temporary pass: "Single-Use" can be an option
- Provide more clear namings and descriptions
- Direct users to the Manage Passes page with a confirmation feedback.
My next steps are to work on personas, pass sharing features in parallel, and implement the information architecture that we improved on the mobile app.
Insights & Pain Points
- Some of the participants are below the average level of technology competence.
- For some of the participants, "Create Pass" button was not discoverable on the sidebar and terms were unclear like what "Holder" means on Pass Type section.
- Some of the participants were not sure if they created a pass successfully since the system didn't direct them to the "Passes" page" after they click to the "Send" button.
- Some UI elements of the legacy app like Pass Type and Pass Recurrence are not clear for participants that they have to select an option. It looks more like a tab than a radio button.
- Since FSB GmbH (Franz Schneider Brakel) handed over 1aim Gmbh, we must update the LightCommand UI based on their visual design guidelines.
- Since we updated the pattern consistency an information architecture on the mobile app, we must apply them on the LightCommand to provide consistent experience to the users.