Problem
Care Team members struggle to handle countless paper documents. Document digitization becomes a huge pain point for company's digital transformation.
Solution
Build a dedicated digital platform for care team members to have a centralized resource that offers quick and consistent answers to common questions, improving efficiency and knowledge sharing.
Final Design Prototypes
Approaches
My Process
WHO are the users?
All Care Team members:
User Interviews & Surveys
To better understand Care Team members' workflows, daily responsibilities and their pain points, I conducted the user interviews first to get a basic understanding of their workflows and pain points. I also sent out the surveys to care team members afterwards in order to get better understandings of the pain points.
We had 2 designers host the interviews, I was responsible for the Care Team Workflow, and she was responsible for Device Troubleshooting. The surveys have two parts as well.
We interviewed 6 Care team members, and received 40 feedbacks from them for the surveys. Through all these research, we've found that,
Personas
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Ideation
Informed by our research findings and with our user personas guiding our approach, we gathered our PM, engineers, fellow designer and our data scientists to collaboratively ideate potential solutions in order to solve the problem of document digitization.
- mind map -
In tackling the challenge of defining an effective Information Architecture for our Knowledge Base, my journey began with two fundamental steps: content auditing and open card sorting.
Recognizing the importance of a solid foundation, I collaborated closely with our content Product Manager during the content audit phase. Our goal was not just to catalog our existing materials but to critically evaluate and update our content. I advocated for the need to rewrite our manuals, ensuring they were not only up-to-date but also structured in a way that best served our users' needs.
Open Card Sorting
The first strategy to achieve the goal would be Open Card Sorting exercise based on the re-written manuals to uncover how different users conceptualize and categorize information based on their own understandings or mental models. This user-driven approach provided invaluable data on how real users perceived and categorized our information, laying the groundwork for our Information Architecture.
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I've identified two distinct categorization strategies from the participants:
After conducting a thorough analysis through open card sorting and content auditing, we crafted two comprehensive sitemaps.
In the process, we recognized the need for clearer communication, leading us to revamp the terminology used across our platform. This involved renaming certain content categories and labels to align more closely with the language and mental models of our end-users, ensuring the terms are intuitive and the content easily navigable.
Wireframes
Leveraging the insights from our open card sorting exercise, I crafted two distinct design versions for our Knowledge Base.
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User Testing
The goals of our evaluation sessions are: 1.To determine the most effective categorization strategy for the Knowledge Base. 2.To identify any usability issues within our current design. The methods I used for evaluating the designs are A/B Testing and Think-aloud testing. We gathered 6 participants to do the test. They are newly hired team members and existing members.
Here's a brief overview of the process:
Outcomes
User Feedback & Iterations
Heuristic Evaluation
The goal of this session is to assess how easily users can interact with the search function based on the first design version, provide actionable feedback based on usability principles to enhance the usability of the search function and effectiveness;
I gathered some of the UX designers in our company to review my design based on established usability principles. They assessed my design for common usability issues and provide feedback based on their knowledge and experience.
Solutions & Impact
Drawing from a wealth of data gleaned from our evaluations, l've distilled the key insights that will help our information discovery enhancements.
Throughout the decision-making journey, I spearheaded analyzing and synthesizing the data, and distilled the data into key insights; I also helped prioritize issues based on their impact on the user experience and the product's goals. With these insights in hand, I gathered our Product Management and Engineering teams to navigate through my findings and engage in a dialogue about potential solutions and their technical viability.
Here are the final three decisions we've made:
...Leverage the insights above to improve information discovery, reduce cognitive load, save time and energy for users...
Organizing Filter Tags
In order to build a robust filter feature, I decided to implement content labels before the design.
Based on all the manuals, protocols and documents Care team has provided, the filter tags could be divided into four types: Content type, Source, Topic, Clinic, and Role.
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The order in which filter tags are presented can significantly impact the ease with which users find the information they are seeking. The approach of organizing filter tags is based on user priorities and goals, specificity and frequency of use.
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