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Form Product Team
Identify engineers /developers to help plan and lay the groundwork for this project.
Build & Iterate
Further iterating the designs based on the feedback and insights gathered from the usability studies. This includes addressing any identified areas for improvement, implementing additional accessibility enhancements, and iterating on the design to ensure a seamless user experience.
QA (1)
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Functional Testing: Verify that all features and functionalities of the app work as intended.
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User Acceptance Testing (UAT): Involve real users or representatives from the target audience to perform acceptance testing.
QA (2)
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Performance Testing: Assess the app's performance by testing its response time, loading speed, and resource usage. Identify and address any performance bottlenecks or issues.
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Security Testing: Validate the app's security measures to protect user data and ensure that user information remains confidential and protected from potential vulnerabilities or threats.
QA (3)
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Localization Testing: If the app supports multiple languages, verify the accuracy and proper display of translated content, as well as the alignment of cultural nuances and date/time formats.
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Integration Testing: Test the app's integration with any third-party services or APIs to ensure seamless communication and functionality.
Ship
After code and experience bars are passed, clean up code, remove feature flags, and ship.
Finalize Development: Ensure that all planned features and functionalities of the app have been implemented and thoroughly tested. Address any remaining bugs or issues identified during the QA phase.
TAP: Review Mobile
App
Simplify your feedback. Amplify your voice.
Problem Statement
01
Social Proof
02
Opportunity
03
Goals
04
Features
05
Flow
06
Implications
07
Next Steps
06
TAP is a mobile application designed to provide users with a quick and easy platform to review and share their experiences about various products and services. This case study explores the development and impact of the TAP mobile app, highlighting its key features, user engagement, and the benefits it offers to both consumers and businesses.
AGENDA
Problem Statement
TAP mobile app aims to solve is the lack of a quick and easy platform for users to leave reviews and share their experiences about products and services.
Traditional review platforms are often time-consuming, scattered, and lack interactive features, creating a gap in user engagement and inhibiting businesses from obtaining valuable customer feedback in a timely manner.
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Why is this happening? Do we understand the causes?
Traditional review platforms often require users to navigate through complex interfaces or fill out lengthy forms, discouraging them from leaving reviews. This leads to a scarcity of user-generated feedback.
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What other background information is critical to understanding the problem?
Limited Interaction and Engagement: Many review platforms lack interactive features, limiting user engagement and preventing users from connecting with each other to discuss their experiences or seek additional information.
User Experience Expectations: In today's fast-paced digital environment, users expect seamless and intuitive experiences when interacting with mobile applications. They prioritize convenience, speed, and simplicity. Any obstacles or complexities in leaving reviews can discourage users from providing feedback.
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Why is this important to our users?
Time Efficiency: TAP provides users with a streamlined and efficient review process, saving them time and effort. Users can quickly submit reviews and share their experiences without having to navigate through complex interfaces or fill out lengthy forms. This convenience is highly valued by users who seek a hassle-free way to provide feedback.
Ease of Decision-making: With the abundance of choices available in the market, users often face decision paralysis. TAP simplifies the decision-making process by offering a platform where users can find relevant reviews, ratings, and recommendations.
My Role:
UX researcher and Lead UX designer.
My responsibilities:
Conducted user research to understand review
and product info needs. Used surveys, interviews,
and data analysis for insights.
Creating wireframes and prototypes visualizes the
app's interface, navigation flow, and features.
Iterating and refining design based on user
feedback and usability tests. KPI's
Designing TAP's UI/UX to match brand
identity, meet user expectations with a visually
pleasing and intuitive design.
Understanding the User
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User research
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Personas
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Problem statements
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User journey map
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Empathy map
….the app revolutionizes the way customers leave reviews and access information. It solves the issue of a complex interfaces and time-consuming processes, empowering users to make informed decisions with ease. As a user, I see its potential to bridge the gap.
Bami A. · Senior Software Engr.
User research summary
TAP project's user research used qualitative and quantitative approaches. Diverse potential users were surveyed and interviewed about reviewing and accessing product info, to understand their experiences and pain points.
Assumptions made before the research included the assumption that users primarily faced challenges related to time-consuming review processes. However, the research revealed that users also struggled with scattered feedback, the lack of interactive engagement, and concerns about authenticity. These findings expanded the initial assumptions and highlighted the importance of addressing these additional pain points to create a comprehensive and user-friendly review platform.
The research also highlighted the significance of mobile accessibility, decision-making support, and personalization features, which were initially not considered as significant factors but were later integrated into the project based on user feedback. Overall, the user research was instrumental in shaping the design and development of the TAP app, ensuring that it aligns with user needs and provides an optimal user experience.
Users expressed frustration with the complexity and time required to leave reviews on existing platforms. Lengthy forms, multiple steps, and confusing interfaces made the review process cumbersome and time-consuming, deterring users from providing feedback.
Users faced challenges in finding comprehensive and consolidated feedback about products and services. Reviews were scattered across multiple platforms, making it difficult for users to access all the relevant information in one place. This lack of centralized feedback made it harder for users to make informed decisions.
User research pain points
Persona: Bami
Bami is a 28 yr old software engineer based in Dublin and lives alone. He works hybrid 4 days at home and 1 day in the office. Bami rarely has time at home to prepare his own meal or buy groceries, so he often orders his meal to be delivered and loves trying new vendors.
"I like minimal stress, just want to close my computers at the end of the day, plan my life for the year ahead and not think about work/computers..."
Bami is a regular online shopper and busy worker who values convenience and time efficiency. He needs a quick and easy review mobile app that simplifies the process of leaving reviews and accessing other user's review on the service/product.
Problem Statement
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Leave reviews about services well done or not well done by a specific server.
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See other people's reviews
Goals
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Not seeing previous reviews.
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No option to leave a review about a specific seller/server who provided the service.
Frustrations
Persona:
Fayy
Fayy is a fashion designer, busy and time-conscious individual who values efficiency and convenience. She needs a mobile app that offers a quick and streamlined process for leaving reviews because she faces challenges in finding a platform that allows her to provide feedback effortlessly.
"I love eating out in restaurant with friends and family.
Having an app that simplifies the review process and saves me precious time would be awesome. With few taps, I can share my thoughts easily..."
Fayy is a fashion designer, busy and time-conscious individual who values efficiency and convenience. She needs a mobile app that offers a quick and streamlined process for leaving reviews because she faces challenges in finding a platform that allows her to provide feedback effortlessly.
Problem Statement
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Time consuming reviewing process.
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Lengthy process to share feedback.
Goals
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To easily and quickly share her feedback.
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Rate a specific seller/server who provided the service.
Frustrations
Persona:
Kamal
Kamal is a 24 yr old undergrad who lives in Winnipeg. He's a muslim and acrobats musician. He often travels across Canada for his music gigs and tour. Due to Kamal's busy schedule , he also limited time to cook at home so he often orders his meal at current locations.
For Kamal, a time-constrained student and afrobeat artist who regularly orders meals, the process of reviewing products and services is often cumbersome and time-consuming. To address this, he needs a mobile review app that offers quick and effortless reviewing capabilities, enabling him to make informed decisions based on other people's experiences without sacrificing valuable time.
Problem Statement
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Efficiency: To quickly and effortlessly review products and services.
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Informed Decision-Making: To make informed decisions about products and services based on other people's reviews.
Goals
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Time Constraints: As a student and busy afrobeat artist, Kamal likely experiences significant time pressure.
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Inefficient Review Processes: He needs quick and effortless reviewing capabilities, suggesting that current review methods are time-consuming or cumbersome.
Frustrations
Mapping user interactions
The user journey map aims to highlight the key steps and interactions involved in Kamal's experience with the TAP mobile application.
I highlighted the key actions Kamal would take, such as login, searching for icon that represents the experience, submitting a review, seeing other user's reviews posted.
03
Map
To create the user journey map, I considered the user characteristics and needs mentioned in the problem statement, focusing on Kamal's perspective.
01
Journey
Keeping Kamal's goals in mind, I mapped out the various stages of his interaction with the TAP app, from initial discovery to continuous usage and improvement.
02
User
Empathy map helped me as a designer gain a deeper insight by understanding the “why” behind every user action.
What a user says, thinks, feels and does is plotted on a graph as shown above.
I designed this empathy map keeping in mind the persona I created.
Empathy Map
Gains
Pains
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Feeling overwhelmed by a lengthy review process on mobile apps.
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Struggling to express thoughts concisely without sacrificing important details.
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Not having a dedicated feature for quick reviews, making the process cumbersome.
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Saving time by leaving quick and efficient reviews on the go.
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Feeling productive by sharing his insights without a significant time commitment.
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Contributing to a community of quick reviewers and benefiting from their input.
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Making informed decisions based on concise and informative quick reviews.
User Flow
This user flow is designed to accommodate the user's need to leave a quick review within a time frame of 60-120 seconds. The flow ensures that the user can swiftly find and review an item, utilizing a concise review form that allows him to provide key information without spending excessive time. The process is intuitive and time-efficient, allowing the user to share his opinions while still considering their busy lifestyle.
Task Flow
This task flow is designed to enable the user to quickly navigate the TAP mobile app, find an item to review, and submit his quick review within the designated time frame. The flow focuses on streamlining the process, providing concise review fields, and allowing the user to contribute his opinions efficiently.
Site Map
It's Time to GlowFor the TAP Review mobile app, the information architecture (IA) plays a critical role in organizing and structuring the content and functionality to enable users to quickly and easily navigate and engage with the app. Here's an overview of the information architecture for the review mobile app:
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Home Screen: The app's main screen serves as a central hub, providing an overview of recent reviews, popular categories, and featured products/services. It allows users to access different sections of the app and browse through various reviews.
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Review Categories: The app organizes reviews into different categories (e.g., restaurants, movies, electronics) to facilitate easy browsing. Each category contains a list of relevant reviews that users can explore.
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Search Functionality: A prominent search bar enables users to search for specific products, services, or categories, allowing them to find relevant reviews efficiently.
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Review Details: When users select a specific review, they are presented with detailed information, including the reviewer's rating, comments, and any attached multimedia (e.g., photos). This screen also provides options to like, comment, or share the review.
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User Profile: The app includes a user profile section where users can view their own reviews, track their activity, manage settings, and access personalized recommendations based on their preferences and past interactions.
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Submitting Reviews: Users can easily submit their own reviews by selecting the appropriate category and providing relevant details, such as ratings, comments, and optional multimedia attachments.
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Notifications: The app notifies users about interactions on their reviews, such as likes, comments, or replies, to keep them engaged and informed.
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Settings: A dedicated settings section allows users to customize their app experience, adjust notification preferences, manage privacy settings, and provide feedback or report issues.
Starting the design
Paper wireframes
Digital wireframes
Lo-Fi prototype
Usability studies
Paper Wireframes
01
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The goal of creating paper wireframes is to quickly sketch out the basic structure and layout of the TAP review mobile app.
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It aims to provide a visual representation of the app's key screens and user interactions.
Goals
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To create paper wireframes, I considered the essential screens and user flows involved in the task of giving a quick review within 60-120 seconds.
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I focused on simplicity, clarity, and efficiency in the design, aligning with user's need for a time-conscious review process.
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The wireframes aimed to capture the core elements, such as the home screen, review page, rating system, and review submission form.
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I sketched out the basic layout of each screen, emphasizing the placement of key elements and interactions.
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Throughout the process, I kept in mind the app's user-friendly interface, minimalistic design, and intuitive navigation.
Thought process
Goals
Digital Wireframes
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The goal of creating digital wireframes is to visually represent the user interface and interaction design of the TAP mobile app.
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The wireframes will showcase the key screens and functionalities related to giving a quick review within 60-120 seconds.
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The wireframes should provide a clear understanding of the app's layout, navigation, and input fields required for leaving a quick review.
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The wireframes will serve as a blueprint for the app's development.
Thought process
Digital Wireframes contd...
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To create the digital wireframes, I considered the user flow and task flow outlined earlier, focusing on the specific steps and screens related to giving a quick review within 60-120 seconds.
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I visualized the layout of the home screen, review page, and the quick review form.
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I identified the essential components and elements required in each screen, such as the navigation bar, product summary, existing reviews, rating system, input fields, and submission confirmation.
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I aimed to maintain a clean and intuitive design, prioritizing the key elements while minimizing clutter to facilitate quick interaction.
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I paid attention to the placement of buttons, text fields, and multimedia attachment options to ensure ease of use and efficient input.
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I also considered the visual hierarchy, font sizes, and spacing to enhance readability and usability in a time-sensitive context.
Digital wireframe contd...
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The focus will be on conveying the structure and flow of the app's interface without intricate design details.
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This low-fidelity representation enables quick iterations, feedback, and easy modifications before moving on to high-fidelity designs.
Usability testing: Findings (Round 1)
To ensure the user-friendliness and effectiveness of the TAP Review mobile app for giving quick reviews within 60-120 seconds, several usability studies were conducted. These studies involved observing and gathering feedback from users while they interacted with the app. The goal was to identify any usability issues, understand user behaviour, and make informed design improvements.
Navigation: Users found the app's navigation intuitive, with the home screen and clear navigation bar providing easy access to desired functionalities.
Some participants expressed a desire for more visual cues or indicators to highlight important features or actions within the app, as they occasionally missed certain functionalities.
A few participants felt that the review form could benefit from additional guidance or prompts to help structure their thoughts and ensure they cover the necessary aspects in a quick review.
Quick Review Flow: The star-based rating system was straightforward to use.
Usability testing: Findings (Round 2)
To ensure the user-friendliness and effectiveness of the TAP Review mobile app for giving quick reviews within 60-120 seconds, several usability studies were conducted. These studies involved observing and gathering feedback from users while they interacted with the app. The goal was to identify any usability issues, understand user behaviour, and make informed design improvements.
Users appreciated the prepopulated phrases and prompts making it easier and quicker for them.
Participants appreciated the option to attach multimedia (photos/videos) to enhance their reviews, as it allowed them to provide visual context.
Participants expressed a desire for clearer feedback or confirmation after submitting their quick reviews, as they sometimes doubted whether their reviews were successfully submitted.
It was observed that the process of attaching multimedia could be improved in terms of intuitiveness and speed, as participants faced occasional difficulties locating and attaching the desired files.
Usability testing: Findings contd…
Overall, the usability studies revealed several positive aspects of the app, such as intuitive navigation, a concise review form, and a user-friendly rating system. However, they also highlighted areas for improvement, including the need for clearer visual cues, additional guidance in the review form, improvements in attaching multimedia, and more explicit confirmation messages after review submission. These findings provide valuable insights to refine the TAP Review mobile app, enhancing the user experience and ensuring a smoother process for quick reviews.
Refining the design
Mockups
Hi-Fi prototype
Accessibility
Next steps
MOCKUPS
Based on the insights from the usability study, I made changes to improve the review flow and process. One of the changes I made was adding a “thank you” pop up as a form of confirmation that the review has been posted/received. This gives the users the assurance that their review has been posted. Also the performance metric were reiterated to make it visually pleasing and easier to understand as it targets the staff, product and restaurant review performance by
customers for the user to see.
BEFORE AND AFTER USABILITY STUDIES
MOCKUPS
To make the review flow even
easier for users, I added a
suggested phrases (prompts)
that allowed users to choose
from instead of formulating a
response from scratch. This
saves time ; it also provides
guidance to provide structure
and clarity for the user. For
individuals who are
non-native English speakers
or struggle with language
barriers, suggested phrases
can be especially useful.
BEFORE AND AFTER USABILITY STUDIES
Accessibility considerations
Clear and Concise Labels: All form fields, buttons, and interactive elements are labeled clearly, ensuring that screen reader users can comprehend the purpose and function of each element.
Scalable and Responsive Design: The designs are created to be scalable and responsive, allowing users to adjust the app's interface according to their preferences and device settings.
Color Contrast: Ensuring sufficient colour contrast between text and background elements to meet accessibility standards, improving readability for users with visual impairments.
Clear Typography: Using legible fonts and appropriate font sizes to ensure readability for users with visual impairments or reading difficulties.
Focus Indication: Providing clear visual indications for focus states on interactive elements, helping users with visual impairments or mobility challenges to navigate and interact with the app more easily.
Consistent Design Patterns: The designs follow consistent and predictable design patterns, making it easier for users with cognitive or learning disabilities to understand and navigate through the app.
Going forward
Takeaway
Next steps
Takeaway
Impact
The impact of the designs is evident in the positive feedback received from usability study participants, with one participant stating, "The accessible design of the TAP Review app made it easy for me to navigate and leave quick reviews. I appreciate how it considers the needs of all users, including those with visual impairments. It truly promotes inclusivity and a seamless user experience." The designs' focus on accessibility considerations has resulted in an app that is user-friendly, accommodating diverse user needs, and providing an inclusive platform for quick reviews.
What I learned
Overall, this project helped you gain practical experience in user-centered design, usability testing, and incorporating accessibility considerations. I learned that even a small design change can have a huge impact on the user experience. The most important takeaway for me is to always focus on the real needs of the user when coming up with design ideas and solutions.