Reveal Coaching
UX Research
This piece documents my contributions to developing user-centric driver coaching functionality for Verizon Connect’s product Reveal. This was a high priority roadmap initiative from 202X-202X, and my research initiatives spanned the end-to-end product lifecycle—ideation to post-launch. Beyond the scope of this project, this high impact research continues to support the wider UX, Product, and Engineering teams at Verizon Connect as a foundation of the company’s understanding of fleet/safety manager coaching needs.
Overview
Problem
This was the problem.
Project Goal
This was our goal throughout.
My Contribution
This was my contribution.
Team
Stephanie Baione, Colin Smith
Timeline
202X - 202X
Tools
Miro, Figjam, usertesting.com, userinterviews.com, Dovetail
Background
This is the background information!
Project Goal
This is a project goal.
Project Timeline
This project took place from X to X. How much can I share here???
Phase 1: Discovery & Exploratory Research
Understanding the Problem and the User
Research Methods
1. Literature Review
2. Task Analysis
3. Competitive Analysis
4. Online Survey
5. Field Study
6. Contextual Inquiry
Literature Review
Research Goals: These are the goals.
Research Questions: These were the questions Lit Review answered
Major Findings: This is what we learned.
Research Synthesis & Communication
Research gets read out too. Here’s how.
Major Learning 1
xyz
Major Learning 2
xyz
Major Learning 3
xyz
Phase 2: Evaluative & Hypothesis Testing Research
Validating Assumptions and Design Testing
Wireframe Design
Below is a demo of our first wireframes. If you are unable to view or click through the experience, you can also do so here.
User Task: Due to limited time and resources, we were unable to implement a fully functional wireframes and mockups. As a substitute, we defined a series of tasks for the user to complete as they moved through the wireframe. During testing, the interviewer would articulate each task to the user and observe their execution of said task. The tasks are listed below the demo.
Sign up:
Ask the users to sign up on the app (have them enter their date of birth).
Before starting their order, they will be asked to choose their location. At the location page, allow them to explore and give them hints and prompts about clicking anywhere on the screen.
Ordering:
Order a Mango-a-go-go, a Classic Smoothie.
Find the nutrition information for the selected smoothie.
Add strawberries.
Substitute Passion Fruit with Almond Milk.
Checkout:
Add a debit/credit card.
Add a gift card.
Place the order.
Track the order.
Design Decisions
This section will detail how we incorporated changes from our research phase in our wireframe design. The following pictures will show the original Jamba application followed by the wireframe in which a design implication was implemented.
My Contribution: I made the wireframe pages for the Ordering Phase.
Design Implication: Set the birthday scroll wheel’s default date to 18 years ago to reduce the amount of scrolling necessary for sign-up (users must be 18 or older).
Research Finding: Users find the input forms to be unintuitive and cumbersome to use.
Design Implication: Change button label language to more accurately reflect the intended action.
Research Finding: Users are confused by the app’s presentation of ingredient substitution and ingredient add-ons.
Design Implication: Update the menu to contain more smoothie information that is easily comparable.
Research Finding: Users want to directly compare smoothie ingredients, pricing, and calories.
Design Implication: Restructure the order received page to include a live-updating order tracking graphic.
Research Finding: Users want to be able to track their order progress.
Wireframe Feedback
Upon the completion of our wireframes, we set out to validate our previous research findings and acquire new feedback so that we could develop application mockups. This validation process consisted of another phase of Contextual Inquiry and was executed in the same manner as described above in Phase 1-2: Research.
My Contribution: I conducted two Contextual Inquiry sessions during this phase.
Similar to our analysis in the research phase, we accumulated all the notes from our Contextual Inquiry and posted the comments from interviewees directly onto the wireframe in Figma using the comment tool.
Here we can see a closeup of one of the recommendations a user provided for us on the checkout page.
SUS Survey Results
As mentioned in our discussion of our Contextual Inquiry, we utilized a SUS survey as a means of quantifying the effectiveness of the Jamba app’s consumer journey. During our evaluation of our wireframes, we decided not to have our users fill out a SUS survey. We made this decision, because the wireframes were extremely (and intentionally) low fidelity. We anticipated that users would be distracted by the limited functionality and black and white visuals in our wireframes, and these elements would effect the integrity of our findings.
Phase 3: Beta and Post-Launch Rese
Prototype Demo,
Validation Testing,
and Final Evaluation
Prototype Demo
Using feedback received from testing our mockups and the Expert Evaluation (described below in Validation Testing), we generated a final version of our Jamba application redesign. This process was done similarly to the other phases of redesign in Phase 3. Below is a demo of our final prototype. If you are unable to view or click through the experience, you can also do so here.
User Task: Similarly to the previous design iterations, the user tasks are listed below the demo.
Sign up
1. Start by clicking on the screen, then go through the Sign-up Process as a new Jamba Member--including completing your settings.
Ordering
2. Find a smoothie called ‘pb chocolate love’ and click on it. You change your mind and decide to check out a different smoothie. To do so, click on the order tab to go back to the main order screen in order to continue to the next task.
3. From the order tab, order a smoothie called ‘mango-a-go-go.’ Add Extra strawberries and raspberry sherbet. Substitute passion fruit mango juice blend with mixed berry juice blend. Add the smoothie to your basket.
Checkout
4. Proceed to your basket and check out. Open the pop-up to add a gift card, assume your card info has been added and click ‘add card.’ Then open the pop-up for adding a debit card, assume your card info has been added and click ‘add card.’ Proceed to complete order.
Validation Testing
Unlike the Design Phase, the purpose of these research endeavors were to evaluate our prototype’s effectiveness and usability, not revise it. The findings from these tests would be incorporated into our final recommendations for the Focus Brands team as well as define the successes and limitations of our completed redesign.
We utilized three testing methods, which are enumerated below:
1. Expert Evaluation
2. Unmoderated/Remote Evaluation
3. In-Person Evaluation
1. Expert Evaluation
We performed a Heuristic Evaluation of our application with 3 research and design experts. These experts were professors at Georgia Tech.
Research Goals: We sought to critically evaluate the usability of our prototype using an industry standard technique as well as incorporate expert advice into our final recommendations to the Focus Brands team. We had a goal of receiving a score of 10 or less from this evaluation.
My Contribution: I acted as both an interview moderator and a note taker during this process.
Findings: Upon the completion of this evaluation, we realized that we failed to reach our success score of 10 or lower. As a result, we incorporated a number of the recommended changes from our experts in the User Control and Freedom, Consistency and Standards, and Error Prevention heuristics, because all the experts expressed issue with those areas.
Above are the results of our Heuristic Evaluation. The experts rated each heuristic from a score of 0 (no usability problem) to 5 (usability catastrophe). Our average usability problems averaged at 11.3.