Redesigning oldest capability in a suite product
The Product X is one of the oldest tools in SAP, created more than a decade ago. Presented below is the research conducted to renovate this tool, and the redesign process of one main flow. The research and design of Product X was a collaborative effort between two designers, one researcher and me.
My Role
UX Researcher and designer
Company
SAP Signavio
Tools
Figma, Miro, Mural
Project date
6 Months (Apr - Feb 24)
I am unable to share the product name and specific data from my project, due to a non-disclosure agreement (NDA) signed with the company. For this reason the product name is not mentioned in the portfolio and I will refer to the product as “ Product X”.
I have curated a portfolio that highlights my design process and approach, showcasing my methodology and problem-solving skills without divulging sensitive details. This portfolio provides a comprehensive view of my work while respecting confidentiality agreements
Confidentiality
Initially, we collaborated with internal stakeholders, such as the product owner, product lead, consultants, and the customer success team.
I conducted 4 interviews and analyse them to gain a deep understanding of their perspectives regarding the tool and its future trajectory.
Interviews
Most discussed topic: UX/UI issues
Next, we gathered and analyzed more than 400 customer requests and feedback. Utilizing the thematic analysis methodology (qualitative research method used to identify, analyze, and report themes within data).
Thematic Analysis
Heuristic Evaluation
Catastrophe: Users failed to finish tasks
Finally, we assessed existing design issues through the Heuristic Evaluation method, which is specifically designed to identify usability problems within a product. I created a Heuristic evaluation template, invited 6 designers for the sessions, conducted and analysed all the sessions and presented the results to the teams involved.
Research results
Redesign
The redesign began with prioritising one of the workflows, the prioritisation was based in the research findings where we identified two flows as a catastrophe on the severity scale, where users were unable to perform the action without guidance. The concepts and prototype were co-created by all the designers involved in the project (one designer and I).
Centralisation
For the redesign of Product X, we decided to centralize all user actions within the product. Our research indicated that the previous lack of centralization forced users to open another product to create and edit elements for Product X. By centralizing these actions, we reduced the users' mental load, streamlining their workflow and improving overall user experience.
Multi-language
The software is used by multinationals companies where the need to create multi-language items is required. We also tackle this problem, by allowing users to create entries in different languages. The design solution for it was to create a process guided by a wizard.
The first step is to create the element in the default language, and the second step is to create in another language.
Redesign
The redesign began with prioritising one of the workflows, the prioritisation was based in the research findings where we identified two flows as a catastrophe on the severity scale, where users were unable to perform the action without guidance. The concepts and prototype were co-created by all the designers involved in the project (one designer and I).
Usability test
The first prototype was tested with 5 consultants. During these sessions, all users successfully completed the tasks unaidedI wrote the interview guide, conducted the sessions, analyzed the research results, and wrote the findings.
High Fidelity Prototype
With the completion of the first usability test, we iterated and created a high-fidelity prototype to test with real customers. We tested with 5 customers.
Final Results
The user reception were positive, all users complete the task without guidance, they also provide positive feedback about the new design, regarding the simplicity and easy-to-use new dictionary tool.
Given that this project is still in progress and nearing implementation, I can quantify results through a design lens. Below, our results.
The new design was approved by internals and real customers. We created a flow that went from severity rate: catastrophe, where the user couldn’t perform the task without guidance, to a flow where all the users perform the task smoothly.
When comparing all the usability problems identified in our research, the new design successfully fixes 70% of these issues.
Reflection
Engaging in a project of considerable magnitude, I was deeply involved in every stage, from research to design. A crucial takeaway was the vital role of thorough documentation. It became evident that well-organized documentation not only helps to avoid redundancy and define current issues clearly but also provides empirical evidence of design advancements, enabling us to quantify the extent of usability issues addressed.