SMS Voting service

Summary

Epic Need: The users who need the voting service find it difficult to use the platform. Therefore, It needs to make the service easier to use.

Problem Statement: The existing screen did not reflect the user experience at all. therefore, the company’s help was essential for users to use the service. I have improved the page function based on user experience so that users can freely use the functions they want.

What I trying to solve: I focused most on usability testing to reflect the user experience. Based on the tests, we had weekly meetings with the team to list and prioritize what needs to be fixed.Following a set of priorities, as a UX designer, I created prototypes and screen designs. And I discussed with the developer if it could fit on schedule.

Solution: Worked on service redesign focusing on user experience.

USABILITY TEST

Conducted user interviews to find and specify legacy problems.

Top 3 of Keyword of pain points

First Keyword: Complicated

– Too many detailed steps and settings

– All requests can not be skipped

Second Keyword: Unintutive

– Too much text.

– No design at all

– Instructions for use are too lacking

Final Keyword: Inaccuracy in answers

– Lots of text mistakes for voting answers

– The voting result is not accurate because it is not an exact answer. 

SOLUTION IDEATION

1. Complicated -> Simplified

The core of this function is to define a question and an answer.

Legacy exposes too many features all at once, creating confusion to users. 

So I designed it to be able to set both questions and answers in one popup. In addition, by providing a pop-up page with settings for each function, the user’s concentration is increased, and the user-friendly UI/UX is maintained as the responsive UI/UX does not change.

2. Unintuitive -> Intuitive

The screen interface was initially devoid of user-friendly features, such as image buttons, icons, and colors, resulting in an arduous navigation experience for users. 

However, with strategic implementation of the company’s primary color scheme, the UI/UX underwent a significant overhaul, elevating the screen to an uncluttered and intuitive design, featuring a multitude of buttons adorned with intuitive icons, thereby enhancing the user’s interaction with the product.

3. Typo -> Alternate answer feature

During user testing, quite a few typos were found in user answers.

I thought this was a fatal problem for this function, so we added a process called Alternated answer to accommodate small mistakes of users and improved the function to get more data for voting.

IMPACT

The company was the lowest in the industry as a legacy, which came up to the top of the industry after improving functions and UX.

– Through targeted user testing and UX design improvements, the service was able to overcome its previous usability challenges and become a highly functional and user-friendly product.

– The impact of the modifications you made to the UX design was clear, as the service went from being inconvenient and difficult to use to having excellent usability, demonstrating the power of a user-centered design approach.

– By improving the service’s UX design without altering its existing functions and performance, it has helped to position it as a more competitive offering in the United States market.

KEY LEARNING

– Prioritizing user experience is crucial for creating products that not only perform well but also meet user needs and preferences.– Improving UI/UX can lead to higher user satisfaction and a better company image, which can be a source of pride for professionals in this field.– Focusing solely on functionality and performance without considering the user experience may lead to suboptimal products and services that fail to meet user expectations.