Prometric is a U.S. company. They sells a range of services, including test development, test delivery, and data management capabilities. Tests are authored and conducted by Sponsors who are planning to provide certification in particular competencies.
Prometric had a legacy application where sponsor, author and admin people create, manage and conduct tests.In existing legacy application users faced usability issues and could not able to complete task easily. Users are unsatisfied on existing user interface due to poor efficiency and performance of application.
Sponsors could not able to create and upload test to end users and some tests failed when candidates attending test.
Prometric planned and initiated to redesign the application. We got offered to work with Prometric to bring best solution among the bidders.
Across all cross functional team members I was considered and placed as interaction designer and got chance to work with this project. I had supportive team who worked in business analysis, UI and development.
Me and team dived into redesign the application with a kick off meeting, started my research through stakeholder interview which focuses.
- Defining objectives
- Defining target audiences
- Brainstorming business concepts / feature ideas
- Prioritizing based on viability and value
Then we conducted contextual inquiry to observe what are problems users facing in day to day activities when using legacy application, We took notes by user observing tasks, conducted user interviews followed by contextual inquiry to gather user feedbacks and insights.
During our contextual user interview, users shared their perspectives on improving the quality of their work. They told us about what they needed, how it worked now, and where things sometimes go wrong.
For example. I discovered that authors were using their own access portal facing difficulties in finding relevant menu to do tasks, facing difficulties on reviewing and pro-acting in running tests.
I found unnecessary steps need to be completed when creating tests, and there is no proper way to come back to home screen from where they started. The information architecture, labeling and call to action buttons were very poor; it was not self-explanatory and unambiguous.
Then I did competitive analysis to compare strengths and weakness of the applications to set bench mark for business goal.
I checked performance of competitors like meritrac, examonline with Prometric using similarweb online tool and derived competitor’s data.
Then we started analysis on our findings, designed personas for each user group ex. sponsor, admin, author and candidates, in which I listed out user goals, motivations, and pain points with scenarios.
Created user journey maps for each persona and I mapped user activities, thoughts and feelings for each stage gate what user felt and faced through their journey in contextual inquiry.
We conducted brainstorming meetings to analyze on our findings
We extracted snippets from our interview notes and placed them on a wall formed Affinity diagram to group ideas and solutions,
Then we wrote this grouped ideas as label in cards to evaluate with users, we conducted card sorting so that collect feedbacks about our menu and label groupings, based on user feedback, generated information architecture.
Finally we set UX and business metrics from all research and analysis data to generate design solutions.
With research findings in hand, we began laying out Task flow diagram and mapping the IA. I created task flow diagram for each user scenario ex. Author how he can create test, publish and schedule test for candidates, if the user is candidate, how he can enroll test for certification, how he can complete tests simply in the first visit.
From workflow diagram I started to sketch paper prototype. The drastically different user personas and goals demanded an iterative and adaptable working style.
I tested paper prototype with person users and validated usability and business metrics.
After initial low fidelity sketch iteration, I created high fidelity prototype in Axure, prototypes designed with real feel interactivity and intuitive UI to improve affordance and tested with users, validated the predefined UX and business metrics.
We tested flows, visuals, and prototypes with users through remote screen sharing to ensure everything looked beautiful, worked well, and made sense. If not, they’d let us know, and we’d refine and test again until we got an air-tight experience.
After much iteration and testing with user and stakeholder, the final prototype delivered to development team who are creating UI screens in HTML, CSS, Bootstrap framework for further development.
- Information architecture, menus and sitemap has been well defined for each type user.
- Removed unnecessary steps in task flows where users could achieve desired goal efficiently, our design solutions made user performable, convertible, fulfill its purpose.
- Modern and aesthetic UI screen and elements implemented where users can perform its functions without much learning.