Questionnaires
Questionnaires is used to administer certain kinds of annual, government mandated questionnaires to directors. Goal is to primarily report any interests, holdings, or ownership stakes a director may have. Performed annually, can be very long and do not change from year to year.
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Problem
The app was very difficult to use. Had a big learning curve. Our customers were not tech savvy which made it even more difficult to use.
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Goal
The app was very difficult to use. Had a big learning curve. Our customers were not tech savvy which made it even more difficult to use.
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Constraints
Preserving legacy app functionality.
Questionnaires consist of two parts: builder and responder. Builder is used to build a questionnaire and is used primarily by admins. Responder is viewed by directors who fill out questionnaires. I redesigned an entire app, both builder and responder.
Research - User Interviews
“It took my a while to get used to Diligent products. I’ve only used excel before so there was definitely learning curve. ”
“Some of the question types are confusing and it took me some time to learn how to create a list question.”
“It would be nice to be able to duplicate questions.”
Competitive analysis
I did a competitive analysis to identify the areas that could be improved in our product. I made a list of the features of three other competitors and compared it against Questionnaires.
First Iteration
I designed a first version where I redesigned the question builder experience. As well as few other updates:
• Updated UI
• Drag and drop for a new question type
• New questions are built on a page and not a modal
User Testing
I conducted moderated usability testing with existing customers and internal stakeholders for the first iteration. The goal was to get their feedback on a new design of Questionnaires.
Based on the test I learned that there were few usability issues. Mainly around the question creation process.
Test results
Testing uncovered few issues in the new design:
• Card is too small
• Question title/question
• Drag and drop doesn’t work properly
• Too much real estate is lost
How to make question building less challenging
In order to improve the question building flow I designed 3 new versions. I ran a A/B tests and the overflow menu performed better than other two.
End Result
In the final design, I redesigned the question builder feature by having a button on the page instead of dragging and dropping. After testing this version, I learned that our customers wanted both options.
Before and after
Responder
Responder was less complicated, it had less functionality but I used this opportunity to improve overall experience. This was the original design.
One of the features that users wanted to see was a break down by pages, so it would be easier to navigate and fill out a questionnaire.
• Based on user research and competitive analysis I designed a left side navigation to display pages and questions
• Progress bar
• Number of questions
• Moved Appendices in the navigation for an easy access
Takeways
Questionnaires was a complicated product. The team never had a designer on the team, which meant that the product was not designed with keeping with best industry practices.
Our costumers/users were not tech-savy and had a difficult time using it and getting used to it. The goal and challenge was to simplify the experience without breaking the experience of existing questionnaires. I had to find a way to make a bad experience into a good one without changing too much.
Through ought this project I learnt how to compromised on some of my decisions and choose my battles with product and dev teams.
Overall I think it was great learning experience for both design and dev teams. I learned a lot of about the design of an entire app and how all the use cases that can come with it.
Before and after