{"id":14784,"date":"2016-08-15T13:35:51","date_gmt":"2016-08-15T20:35:51","guid":{"rendered":"https:\/\/www.uxpin.com\/studio\/?p=14784"},"modified":"2024-06-25T00:09:08","modified_gmt":"2024-06-25T07:09:08","slug":"enterprise-ux-case-study-improving-usability-tight-timeline","status":"publish","type":"post","link":"https:\/\/www.uxpin.com\/studio\/blog\/enterprise-ux-case-study-improving-usability-tight-timeline\/","title":{"rendered":"Enterprise UX Case Study: Improving Usability Under Tight Deadlines"},"content":{"rendered":"<p>A cloud-based project management system, <a href=\"https:\/\/www.liquidplanner.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Liquidplanner<\/a> needed to help users create dashboards more quickly.<\/p>\n<p>The old process required creating dashboards, and all the widgets within, completely from scratch. Since more dashboard use correlated with higher customer engagement and lifetime value, the product team set out to create a new dashboard template feature.<\/p>\n<p>The team\u2019s goal was creating a \u201cone-click solution\u201d where the user could create a useful dashboard right away without any configuration.<\/p>\n<p>In four months, LiquidPlanner shipped a new dashboard template feature, impressed their most valuable customers, and saw significant adoption rates and business results.<\/p>\n<p>Below, you\u2019ll see exactly how they did it.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-14801\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image02-11.png\" alt=\"image02\" width=\"713\" height=\"376\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image02-11.png 1430w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image02-11-569x300.png 569w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image02-11-768x405.png 768w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image02-11-1024x540.png 1024w\" sizes=\"auto, (max-width: 713px) 100vw, 713px\" \/><\/p>\n<p>Photo credit: <a href=\"https:\/\/www.liquidplanner.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">LiquidPlanner<\/a><\/p>\n<p><em>The following is an excerpt from <\/em><a href=\"https:\/\/www.uxpin.com\/studio\/ebooks\/enterprise-product-design-project-guide\" target=\"_blank\" rel=\"noopener noreferrer\"><em>The Project Guide to Enterprise Product Design<\/em><\/a><em>. The free guide explains best practices based on real projects.<\/em><\/p>\n<h2>Setting the Context<\/h2>\n<p>Before getting into the actual process, let\u2019s examine the user groups and project goals.<\/p>\n<h3><strong>1. Primary Personas<\/strong><\/h3>\n<p>LiquidPlanner serves three primary user groups:<\/p>\n<ul>\n<li><strong>Product Managers \u2014 <\/strong>The champions of the product, the people that \u201clive and breathe LiquidPlanner.\u201d These decision-makers ensure the team uses the product to track time, collaborate, and use the features that help them.<\/li>\n<li><strong>Functional Manager \u2014<\/strong> The other decision-makers, such as a UX Manager, that hold sway over the team and keeps them accountable.<\/li>\n<li><strong>Frontline Contributors \u2014<\/strong>\u00a0People who use the product the most. These project contributors may not have chosen LiquidPlanner themselves, but they use it every day for their projects.<\/li>\n<\/ul>\n<h3><strong>2. Project Goals<\/strong><\/h3>\n<p>The following quantitative and qualitative goals would define project success for the dashboard template feature:<\/p>\n<ul>\n<li>Increase usage of dashboards within 30 days of release. Using <a href=\"https:\/\/heapanalytics.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Heap<\/a> to track in-app events, they discovered the friction in creating dashboards was holding the whole product.<\/li>\n<\/ul>\n<ul>\n<li>Grant immediate access to project critical information. It wasn\u2019t just about quality, it was about speed. LiquidPlanner needed to streamline access to data.<\/li>\n<\/ul>\n<ul>\n<li>Finish the project in 3\u00a0months. Starting in Jan. 2016, the launch was set for early April, giving the team a compressed timeline to craft the right solution.<\/li>\n<\/ul>\n<h2><strong>Stage One: Discovery &amp; Concepting<\/strong><\/h2>\n<p><strong><em>(early Jan 2016)<\/em><\/strong><\/p>\n<p>Before the actual legwork started, the PM team gathered for a brainstorming\/sketching session. The lead program manager, UX manager, and UX designer Edward Nguyen were all present.<\/p>\n<p>Examining in-app patterns from <a href=\"https:\/\/heapanalytics.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Heap<\/a>, the team categorized the most commonly-created dashboards:<\/p>\n<ul>\n<li>Project Dashboards<\/li>\n<li>Team Dashboards<\/li>\n<li>Portfolio Dashboards.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-14796\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image04-10.png\" alt=\"image04\" width=\"707\" height=\"531\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image04-10.png 923w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image04-10-400x300.png 400w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image04-10-768x577.png 768w\" sizes=\"auto, (max-width: 707px) 100vw, 707px\" \/><\/p>\n<p>From there, they sketched out their ideas on the whiteboard. These mostly involved user flow charts, drawing out the pace of the experience screen by screen. The user flows formed the foundation that would eventually grow into the perfect solution for the dashboard problem.<\/p>\n<h2><strong>Stage Two: Creating &amp; Testing Mid-Fidelity Flows<\/strong><\/h2>\n<p><strong><em>(early Jan 2016)<\/em><\/strong><\/p>\n<p>Immediately following the whiteboard session, Edward used Adobe Illustrator to create mid-fidelity versions of the white board sketches. These mid-fi flows become the key to the intermediary stage of internal testing before hi-fi prototyping and testing with users.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-14797\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image05-6.png\" alt=\"image05\" width=\"728\" height=\"505\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image05-6.png 728w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image05-6-432x300.png 432w\" sizes=\"auto, (max-width: 728px) 100vw, 728px\" \/><\/p>\n<p>For initial, early-stage feedback, Edward showed the mid-fi user flows to 5-10 coworkers outside of the product team. He administered these casual tests individually, explaining the problem and collecting feedback on the proposed redesign for the dashboard creation process..<\/p>\n<p>The informal testing also gave him a chance to answer his own personal questions and concerns. Ultimately, the tests proved successful: the absence of bad feedback is still good feedback.<\/p>\n<h2><strong>Stage Three: Hi-fi Prototyping<\/strong><\/h2>\n<p><strong><em>(mid-Jan \u2013 Feb 2016)<\/em><\/strong><\/p>\n<p>Building on the mid-fidelity user flows and internal feedback, the team was ready to create a functioning version of their design.<\/p>\n<h3><strong>1. Creation<\/strong><\/h3>\n<p>A wireframe or user flow shows how the product might work. A prototype <em>is<\/em> how it works.<\/p>\n<p>Since the goal of creating a prototype is to test your design decisions, the first step was outlining desired insights in a usability testing plan. This document prioritized test goals for the most important user actions:<\/p>\n<ul>\n<li>Validate that people know how to create a new dashboard.<\/li>\n<\/ul>\n<ul>\n<li>Validate the 3 default testing templates are useful options (Project, Portfolio, Team)<\/li>\n<\/ul>\n<ul>\n<li>Validate that created dashboards are discoverable from within the project.<\/li>\n<\/ul>\n<ul>\n<li>Determine what default widgets are most useful in a dashboard template.<\/li>\n<\/ul>\n<p>The usability testing plan also included sections such as the test script and a list of user tasks (i.e., \u201cCan you make a project dashboard from the Project template for Project A?\u201d).<\/p>\n<p>At this stage, the team then did some data mining to inventory and tally which widgets to include in which templates. This made the first prototypes closer to the final product.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-14798\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image01-11.png\" alt=\"image01\" width=\"718\" height=\"492\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image01-11.png 946w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image01-11-437x300.png 437w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image01-11-768x527.png 768w\" sizes=\"auto, (max-width: 718px) 100vw, 718px\" \/><\/p>\n<p><em>Hi-fi prototype of the first screen in the flow for creating a dashboard template.<\/em><\/p>\n<p>When it came time to build the actual, interactive prototypes, Edward used <a href=\"https:\/\/www.uxpin.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">UXPin<\/a> \u201cbecause it helps us simulate real-world customer scenarios.\u201d In his own words, \u201cIt\u2019s powerful and simple enough to let me quickly create and test complex interaction models. I can prototype on Monday, test it Tuesday and Wednesday, and show results on Thursday.\u201d<\/p>\n<p>Since the new design needed to be intuitive without confusing current users, Edward actually chose a left-handed tabbed format versus the multi-step process the team initially sketched. He realized the choice was simpler for his team to implement while also benefiting users.<\/p>\n<p>Designers wouldn\u2019t need to create playful icons, developers wouldn\u2019t need to build a multi-step wizard, and users could select their dashboard type faster with fewer steps.<\/p>\n<p>As Edward demonstrates, while designers don\u2019t need to know how to code, they should always understand the technical implications of their design.<\/p>\n<h3><strong>2. Usability Testing &amp; Iteration<\/strong><\/h3>\n<p>The team conducted remote, moderated usability tests with 14 people through <a href=\"https:\/\/www.join.me\/\" target=\"_blank\" rel=\"noopener noreferrer\">Join.me<\/a>.<\/p>\n<p>Edward moderated the testing sessions, while another team member observed and took notes. They tested two main scenarios: creating a dashboard, and finding an existing dashboard in the project.<\/p>\n<p>Test results were quickly iterated into the following version, which was then likewise tested and the results reiterated, until the team came up with the proven, ideal design.<\/p>\n<p>\u201cA user even mistook one of my hi-fi prototypes as the real deal, telling me to thank our dev team.\u201d said Edward.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-14799\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image00-13.png\" alt=\"image00\" width=\"721\" height=\"402\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image00-13.png 1132w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image00-13-538x300.png 538w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image00-13-768x428.png 768w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image00-13-1024x571.png 1024w\" sizes=\"auto, (max-width: 721px) 100vw, 721px\" \/><\/p>\n<p><em>Hi-fi prototype users believed was already fully developed. <\/em><\/p>\n<p>Usability testing revealed the design worked well as a system:<\/p>\n<ul>\n<li>Users found the tabbed layout easy to use and understand when creating dashboards from templates.<\/li>\n<\/ul>\n<ul>\n<li>Users mentioned the default testing templates were useful and matched their needs.<\/li>\n<\/ul>\n<ul>\n<li>While most users found the default widgets useful, some mentioned how they\u2019d prefer different widgets due to personal preferences. For example, some users didn\u2019t find the \u201cRemaining Work\u201d linechart widget useful. Others wanted the ability to save their customizations to the templates.<\/li>\n<\/ul>\n<ul>\n<li>Users did experience some difficulty in accessing a dashboard once created.<\/li>\n<\/ul>\n<p>Edward spent considerable time with the program manager to map out the patterns of feedback to consolidate insights. It\u2019s a skill in itself to separate one-off, outlier comments from generally-applicable and actionable feedback.<\/p>\n<p>To improve findability of newly-created dashboards, Edward decided to increase negative space around the \u201cView Project Dashboard\u201d label inside their details panel view.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-14800\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image06-5.png\" alt=\"image06\" width=\"580\" height=\"131\" \/><\/p>\n<p>Further improvements, such as the ability to save widget edits, were earmarked for later testing, since they were fell outside the scope of the MVP.<\/p>\n<h2><strong>Stage Four: Development and Live Launch<\/strong><\/h2>\n<p><strong><em>Feb \u2013 April 2016<\/em><\/strong><\/p>\n<p>Following the Agile process, development sprints immediately followed the design sprints.<\/p>\n<p>Even as Edward\u2019s team was still testing prototypes, developers were already building the validated iterations. \u201cThe collaborative hi-fi prototypes and testing insights gave our developers enough confidence to implement our design decisions directly in code,\u201d Edward said.<\/p>\n<p>Communication within the team improved with daily standups, where Edward reported any new usability testing insights to developers.<\/p>\n<p>Because the new feature tested well, LiquidPlanner launched the dashboard template feature live to users without beta testing.While the team runs beta tests for larger features, they needed to get the feature out the door since dashboard creation was so difficult before.<\/p>\n<p>Thanks to efficient hi-fi prototyping and close collaboration, the team launched the new feature on April 9, 2016 on schedule and within scope. The initial results are promising:<\/p>\n<ul>\n<li>Of the 17,000 dashboards ever created in LiquidPlanner, 1700 (10%) were created 2 weeks after launch.<\/li>\n<\/ul>\n<ul>\n<li>The template feature is responsible for 75% of new dashboards created in the app.<\/li>\n<\/ul>\n<ul>\n<li>A majority of large enterprise customers already use and enjoy the new feature, as it facilitates their large, complex projects.<\/li>\n<\/ul>\n<p>\u201cI was blown away by the numbers,\u201d said Edward. \u201cIt was great to see that something I worked on was this popular with users.\u201d<\/p>\n<h2><strong>Takeaways<\/strong><\/h2>\n<p>Based on LiquidPlanner\u2019s success, keep in mind these learnings for your own product design process:<\/p>\n<ul>\n<li>Don\u2019t get overambitious on redesign projects. The new design needs to feel consistent enough for old users while also appealing to new users. To achieve this delicate balance, keep everything as simple as possible.<\/li>\n<\/ul>\n<ul>\n<li>For the sake of efficiency, going straight from sketches to user flows and hi-fi prototyping is fine as long as you test thoroughly. For an existing product, hi-fi prototypes carry less risk since visual design standards are already validated.<\/li>\n<\/ul>\n<ul>\n<li>On a compressed timeline, make sure designers work one sprint ahead of developers.<\/li>\n<\/ul>\n<ul>\n<li>Maintain scope discipline in your MVP. As Edward did with a \u201cSave Widget Edits\u201d feature, don\u2019t be afraid to table new ideas discovered during testing for after launch.<\/li>\n<\/ul>\n<ul>\n<li>With detailed hi-fi prototypes and close collaboration, developers can implement changes in code with less risk of misinterpretation.<\/li>\n<\/ul>\n<p>For more best practices based on case studies, download the free <a href=\"https:\/\/www.uxpin.com\/studio\/ebooks\/enterprise-product-design-project-guide\" target=\"_blank\" rel=\"noopener noreferrer\">Project Guide to Enterprise Product Design<\/a>.<\/p>\n<p><a href=\"https:\/\/www.uxpin.com\/studio\/ebooks\/enterprise-product-design-project-guide\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-14791\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image03-9-573x300.png\" alt=\"image03\" width=\"573\" height=\"300\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image03-9-573x300.png 573w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image03-9-768x402.png 768w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/08\/image03-9.png 940w\" sizes=\"auto, (max-width: 573px) 100vw, 573px\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>See the UX process behind creating and launching an enterprise feature under tight timing. <\/p>\n","protected":false},"author":9,"featured_media":14801,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,174,18,8,176,6],"tags":[],"class_list":["post-14784","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-enterprise-ux","category-process","category-prototyping","category-user-research","category-ux-design"],"yoast_title":"","yoast_metadesc":"A cloud-based project management system, Liquidplanner, needed to help users create dashboards more quickly.","acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Enterprise UX Case Study: Improving Usability Under Tight Deadlines | UXPin<\/title>\n<meta name=\"description\" content=\"A cloud-based project management system, Liquidplanner, needed to help users create dashboards more quickly.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.uxpin.com\/studio\/blog\/enterprise-ux-case-study-improving-usability-tight-timeline\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Enterprise UX Case Study: Improving Usability Under Tight Deadlines\" \/>\n<meta property=\"og:description\" content=\"A cloud-based project management system, 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