Customer Profile Engagement
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Platform: iOS, Android, iPad
The Customer Profile Engagement functionality was to uncover the best way to update common profile info as well as communicate urgent messages to the users so they can act on important missing profile needs. |
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My Role
My role was a UX/UI designer for this project with the task of sketching some key screens, wire framing the structure and flows and creating the final UI designs.
The Challenge
It was important to make the capabilities of updating user profiles discoverable and at times, urgent.
How would I get users to act on critical info need within the mobile environment and update a variety of profile information (email/mobile/address updates, employment info, citizenship info)? We then brought participants in usability lab to validate the designs.
How would I get users to act on critical info need within the mobile environment and update a variety of profile information (email/mobile/address updates, employment info, citizenship info)? We then brought participants in usability lab to validate the designs.
Usability Study
We conducted formal usability lab testing with participants on some representative primary tasks utilizing a working prototypes This was a qualitative study that focused on understanding discoverability, ease of use and effectiveness of the participants completing the tasks.
Overall, participants had an easy time updating their profiles but there were some confusions over perceived lack of urgency to update their critical information on the app.
A Card Sorting study was also conducted with 24 items randomized for each session with the participants. A Dendrogram cluser analysis was used to analyze the participant card sorts.
Overall, participants had an easy time updating their profiles but there were some confusions over perceived lack of urgency to update their critical information on the app.
A Card Sorting study was also conducted with 24 items randomized for each session with the participants. A Dendrogram cluser analysis was used to analyze the participant card sorts.
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Value Statement Rankings
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Dendrogram with cluster analysis
