A major Toll Road Operational Company approached my team at Exadel for help examining and exploring their Image Processing Department’s current Software Toolset.
As with any Usability Focused endeavor, it’s valuable for both parties to establish a common understanding of what usability is so everyone is on the same page. Leaning on the Usability ISO 9241 Standards, we framed our approach around the five E’s.
Effective, Efficient, Engaging, Error Tolerant, Easy to Learn
My Role: UX Researcher, UX Director, UX Design, Usability Expert
My team and I worked closely with key stakeholders to develop a collection of quantitative benchmarks, centered around the business goals we'd heard expressed while understanding the system.
Here you can see an example, where we presented business goals against our measurements in various aspects, such as Accuracy, and Rates.
A key piece to the success of this project was to understand and get to know our Users. With the help of our client we explored and plotted out requirements and began a Discovery Phase of the Usability Study.
Again, working closely with the client, we identified, interviewed, and observed a carefully selected group of Users. From here the Creative Team explored the pool of Users from every angle, generating a set of User Personas that best resembled our diverse base of Users.
My team and I developed User Personas, documenting trends of personality and likelihood of particular behaviors. We even mapped the Personas across the data we collected to visualize even further, creating comparative analytics around our Personas.
Great design starts with intent, purpose and rationale. With the intent of utilizing every bit of data uncovered and examined to drive the ultimate recommendations, my Team and I looked into a multitude of topics. Relying on data collected from our observations and interviews, our Research led us to a range of potentially impactful spaces such as how humans perceive colors, eye strain, motivation, satisfaction – even digging into how their physical environment, such as keyboards and and their monitors, impacted their performance.
Aspects like Autonomy, Monotony, Music, Gamification and Feedback rose to the surface as potentially effective ways to influence our Users against the business goals.
Utilizing all our presented data, observations and research, we related all our findings back to the projects original goals – improving efficiency, accuracy, retention and satisfaction.
A major piece or result of all of this was a heavily informed new concept of their software. We shared and walked through wireframes and visual designs, identifying why we arrived at every decision.
With our final presentation began the next and most critical phase of a Usability Project – implement and test. We intended to continue to utilize our same User Pool for beta testers - re-examining and validating our solution and iterating towards even more optimal solutions.