The UX Approach
Being the first time this organisation came across UX processes there was a fair amount of work not only in the project itself but also in promoting good UX best practices and in finding alternatives to some challenges:
1- In the beginning stages, since the changes between the legacy products and the new vision were so dramatic, I have decided to introduce them to the concepts of lo-fidelity, sitemaps and user flows. This allowed the stakeholders not only to visually understand the new user journeys before moving any further but also to speed up the design process in case they didn’t like the proposals. This also gave the senior management more control over the design process which ultimately reassured them on the whole process.
2- Also due to their unawareness around Product Design development processes, it was difficult to “sell” the benefits of proper user testing & research. As such, the competitive analysis stage had to be much more in-depth to ensure that users would be familiar to the structure and experience of these products.
3- To overcome and find alternatives to the challenges on point 2, I have also created meetings where members of staff could test my prototypes (in moderated tests such as tree testing, card sorting, etc) as well as review the “almost finished” products in hi fidelity. Some unmoderated testing was also conducted to some of their customers(although not as extensively). Although this didn’t completely provide an evidence-based design approach, it was a good enough alternative to tailor the design to their users as well as newcomers.
4- To reach a bigger feedback audience within the company, I have also created and edited regular video tutorials to explain the design thinking process as well as the journey behind the User Interfaces. This helped me gathering further feedback, identify and correct blind spots within the proposed design.