The challenge
The goal
the process
I took over this project when a colleague left and there were two of us working on it.
First of all, I had to study what had already been done on this project, then the Kiss team briefed us on the elements that had already been designed. We then had to put in place an action plan to improve the portal and provide the team with the best possible advice. Until then, there had been no user research to find out what users thought of the platform, in terms of usability and aesthetics.
In addition to discussions with the KiSS team, we decided to carry out initial user research and then set up weekly meetings specifically dedicated to UX/UI discussions with them.
The different objectives of this research were to test what had already been put in place before our arrival, as well as the portal's main service: Help and Support. But also to test the various types of user journey starting from the home page.
This would enable us to :
- Understand how users interact with the new solution
- Identify the service's functionalities and areas of confusion, difficulty or frustration for the user.
- And to determine users' level of understanding of the portal and their ease of navigation to the key actions on the Help and Support page.
Before embarking on the user research, I did a design review of what already existed to get an initial opinion before we started : https://www.figma.com/file/gJQus9yyivsy8TaFDokQNA/Kiss?type=design&node-id=1%3A28334&mode=design&t=4j41itSMZphpUrpg-1.
To do this, we created a test protocol exploring the 3 different types of user journey. These protocols were used during our various interviews, which were either conducted remotely via Teams (which enabled us to record the users and their actions on the KISS portal) or face-to-face at the physical Thales site.
In terms of sampling, we had decided to interview 7 people with between 3 months and 37 years of seniority from different types of Thales entities: LAS, SIX, TGS and AVS.
Following the recovery of this data, which we had transcribed, we were able to highlight the most important comments and behaviours with regard to the current solution, while noting the negative points and problems for the users. We paid particular attention to the needs, obstacles and suggestions that users told us about.
Note: we had 90% of tasks completed without errors during our tests.
Overall analysis of feedback
We had 165 pieces of user feedback that we had to analyse in terms of positive and negative aspects. Following this, we had to extract the lessons and themes that came up most often during the tests for the users. Based on these themes and the suggestions made by users, we were able to extract concrete actions to be implemented in order to improve the service effectively.
Link of the atomic research of our tests : https://airtable.com/appSbWzifmtpXHABh/tbllH6oUXaRsS4BvF/viwWsW9duOZ9uwIFX?blocks=hide.
Designing the mockup
Following the results of the user tests and what we had been able to learn from them, I targeted the redesign of the main pages of the service in order to correct the critical areas. The pages that were impacted by the initial redesign phase were: the home page, the Help and Support page and the request page (where you can place an order or report an incident with their various progress statuses).
It was a huge job both in terms of UX Research and the design of the mock-ups.
