MVP Research: Condo Approval Analyst CRM
Project Summary:
I scheduled, conducted, and documented research covering the majority of the MVP Design for a Task Management CRM for a small highly technical team that Analyzed Condo Project Loans.
Through various research methods including Lean UX Workshops, Usability Testing, Card Sort Activities, and Focus Groups, I worked with Designers, Product Mangers, and Engineers on the main workflow for Condo Approval Analysts: receiving and reviewing a Condo Project request from the field.
Research throughout the development of the MVP designs started by conducting Generative Research to understand the needs of our users or the specified problem and/or workflow, followed by Collaboration and Inspiration gathering, lastly Validating our Proposed Solutions through Usability Testing.
Role: UX Researcher, Lean UX Facilitator
Software Used: Notion (Report Documentation), Figma (Designing ), Mural (Brainstorming ), and Microsoft Teams (Video Conferencing)
Client: Zigzy
Duration: May 2021 - October 2021 I 5 months
1. Understanding Needs
Main Challenges
Highly technical, small user group
Scheduling testing and research activities with this group had a moderate impact on their productivity, so we worked directly with the team manager to balance our research needs with minimal impact on the Condo Team’s workflow.
Niche Terminology
Complex and interconnected definitions of terms were difficult to grasp at times, causing the design and product teams to collaborate to a group understanding while revisiting a personal glossary often.
Identifying Workflows and Necessary Tools
Once the research team gained a stronger understanding of the terms and roles of the Condo Team, we were able to assess through user interviews areas of improvement within workflows that would provide the greatest benefit to the Condo Team’s experience.
Generative Research Methods
User Interviews
Meeting with users one-on-one in order to learn more about pain points, potential ideas, and frequently-used tools in their current workflows allowed the research team to better understand areas for the greatest potential improvements in the lives of the Condo Team.
Focus Groups
When seeking to understand how the small team as a whole understands and values features like system-wide commenting and an Activity log, we met with a few members of the Condo Team to facilitate a group discussion.
Card Sort Activities
Through Closed Card Sort Activities, we aimed to better understand which pieces of information are most relevant to Condo Analysts when completing condo reviews as well as the most logical locations they would expect to access the information as needed.
2. Collaborative Brainstorming & Prototyping
Main Goals
Brainstorm Fresh Ideas
As a team, we took inspiration from a variety of industries in order to brainstorm innovative solutions for the specified problem.
Collaboration
Bringing varied inspirations and perspectives, we challenged ourselves creatively to push the limits of our imagination for what solutions could look like for our users.
Embrace Iteration
While preparing for Usability Testing, we maintained a flexible mindset towards our proposed solutions, iterating on our designs between usability tests in order to improve and refine our understanding.
Lean UX
Lightning Demos
Seeking inspiration, often outside of the mortgage industry allowed the team to more freely think outside of the box and discover innovative ideas.
Crazy 8s
Individually, we sketched out ideas we wanted to explore through testing, taking inspiration from the various sources and key findings shared by teammates.
Heat Mapping
Visually indicating the ideas they were excited to explore and test with users, each member of the team had a chance to influence the direction of the design.
3. Validation & Iteration
Main Goals
Assess overall Usability and User-friendliness of Designs
Through the Satisfaction Usability Score gathered through a short questionnaire at the end of the Usability Test, we paired quantitative data with the qualitative data gleaned from testing.
Test Our Proposed Solutions with Real Users
Using Open-Ended Questions and Tasks with clear success metrics, we were able to test our solutions and gain a stronger understanding of our users’ needs and challenges.
Rapid Iteration
Maintaining the focus on the problem we are aiming to solve, rather than the current proposed solution, we were able to adjust our design to better address the needs of the Condo Team upon hearing their feedback.
Evaluative Research Methods
Usability Tests
Meeting with users one-on-one in order to learn more about pain points, potential ideas, and frequently-used tools in their current workflows allowed the research team to better understand areas for the greatest potential improvements in the lives of the Condo Team.
4. Refine and Analyze Results
Satisfaction Usability Score
We were able to use these scores to quantitatively support the qualitative feedback gathered over the course of the usability tests.
Qualitative Analysis
Often collaborating with members of the Design team and product team, I conducted Qualitative Analysis through Affinity Diagramming, consolidating notes from team members with direct quotes, then grouping insights into themes to observe patterns in the data.
Next Steps
Following Usability Tests, we were able to refine the information needed on all stages of the main workflow for the Condo team, removing the information that cluttered the page and highlighting the most important information.
Follow Up on specific areas of prototype that need more discovery.
Make note of opportunities for future enhancements post-MVP.
5. Retrospective on MVP Research
What went well?
Improved upon Lean UX Process with product team at Zigzy.
Skills: Lean UX Workshop Facilitation, Usability Testing, Qualitative Analysis
Process: Learning through experience, accepting and implementing feedback
Solution: Continue adapting the research method to the team’s feedback and vice versa.
What didn’t go well?
Challenges due to the nature of Greenfield initiatives, adjustments to Lean UX process, and technical difficulties.
Skills: Timing, Data Analysis
Process: Learning through experience
Solution: Continue adapting the research method to the team’s feedback and vice versa.
Since we were working on a greenfield project, there are many areas that need to be built out that rely on other unbuilt areas. Due to this challenge, it was difficult to stay focused on the Lean UX Problem Statement at hand, balancing knowing which aspects of the design could be addressed and which would be addressed later.
Although we were able to improve upon the last Lean UX process, providing more time for prototyping and information gathering, since Atlas: Condo is a complicated system, there is further room for improvement in information gathering and preparation to get and stay on the same page for workshops.
Due to the amount of information we needed to test during these Usability Tests, in order to address all aspects and questions, it was difficult to stick to the 30 minutes per UT. Simplifying the number of questions, allowing more time for more elaborative answers, and practicing keeping a more flexible timeline will likely address this problem in future sessions.
Some participants had issues getting started with Teams, from sharing the correct screen to finding the prototype link in the chat.
What can be improved?
Iteration on Lean UX Process, continued research for product, and offering guides to streamline testing process.
Skills: Qualitative Research and Analysis
Process: Learning through experience
Solution: Continue to research and speak with multiple departments outside of my own
Continue exploring, designing, and testing related aspects to product. Over time, we will have enough information to provide users with an overview of the system for context.
Simplifying the number of questions, allowing more time for more elaborative answers, and practicing keeping a more flexible timeline will likely improve usability tests in future sessions.
It may be helpful to provide a Teams tutorial in advance, to help make the technological issues less frequent.