Researching and building personas based on common use cases has received a fair amount of criticism. But I have found them useful to get the team in the right mindset in terms of knowing who we are designing for.
Since not every use case is identical and certain physical products controlled by the app have their own unique target market it was important to summarize this into a list of top personas to design for.
This also served as a great starting point to find users to test the app and further expand on use cases and red routes based on how, when and why people were using the app.
Untidy Whiteboarding 🙂
(Expanding new features etc.)
Feature discussions with the product teams in the labs or the product managers always led to some seriously untidy whiteboarding. Many times a panel discussion was called for between various departments.
Although, very untidily and hastily scribbled, these whiteboards were an integral part of building the visual language of the app and its features and finding the best technical solutions.
I captured these as reference notes to remind me of what was discussed and have decided to include them here to give a glimpse of the inner workings of the UX process.
Many different prototypes for this project exist. Here is but a glimpse. If you would like to see more, please let me know.
View Invision Prototype
APP BLUEPRINT / FLOW MAP
In order to understand the full ecosystem of the app and connected products, all possible user journeys were mapped into this complete overview.
This was used as reference for placement of new features and also for future proofing – making provisions for known factors and safeguarding against unknown factors.
More importantly it also serves as an easy point of reference to log ‘red routes’ and possible user pain point areas when doing user testing.
USER TESTING & FEEDBACK
After a round of internal testing, the app then went out to multiple users from all major markets for the client following every substantial release. This meant that many times testing had to happen remotely as the products were sold globally although the development was based in Sweden.
Setting up and monitoring testing had to be carefully planned, and at the same time giving users various common tasks to complete, like pairing devices.
The results from these tests were then analysed and the most common user challenges were then addressed to streamline the product experience.
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