Achieving 5.0 user satisfaction and an 8% onboarding efficiency boost via AI-driven setup assistance.

Context

My Role
Product Designer & Lead Researcher
Team
Claire Freshney (Senior Product Designer)
Abner Sumagang (UI Designer)
Timeline & Status
January 2024 - March 2024
Tools
Figma, FigJam, Loom
Project Link
Overview
Worxmate is an AI-driven SaaS platform focused on OKR management. As the Lead Product Designer and Researcher, my aim was to leverage AI algorithms and user research to provide intelligent, contextual insights and recommendations to users, ultimately enhancing productivity, boosting user adoption, and driving goal achievement.

Business Goals

We focus on enhancing performance in three key areas.

Boost User Engagement
Improve experiences and encourage active participation on the platform to keep users engaged and interacting regularly.
Optimize AI Functionality
Enhance AI capabilities to provide tailored insights and suggestions, making goal-setting assistance more relevant and effective.
Increase User Adoption
Develop strategies to attract and onboard users from diverse industries and regions, aiming to expand the platform's user base.

Research

A Journey Through the Discovery Workshop

We hold a discovery workshop with our design team and Workmate participants, including product strategists, owners, developers, analysts, and marketers, to identify current problems and understand users' pain points, guiding our design decisions.
Insight #1
Lack of knowledge in writing effective OKRs.
Insight #2
Unclear OKRs create difficulties in goal execution.
Insight #3
Alignment issues between OKRs and goals.

Defining the problem

How might we make it easier for users to collaborate and communicate their goals and OKRs, improving their chances of achieving success?

Ideation

Organise ideas through priority matrix.

We conducted an ideation workshop to generate creative ideas and collaboratively explore potential solutions to design challenges. After the workshop, we created a priority matrix to organise ideas, align them with business goals, address "how might we" statements, and ensure alignment with key stakeholders.

Design and Testing

Prototype quickly, iterate wisely.

We wanted to quickly design ideas, test them with users, and improve based on their feedback. So, we recruited 5 participants from Usability.com and tested our prototype with them. Our focus was on two main tasks:
Task #1
Admin onboarding process.
Task #2
Navigating the OKR management dashboard.
After the user tests, we carefully examined the feedback and used affinity mapping to identify common themes and insights.

Task #1 Iterations

Simplifies admin onboarding process with AI

Problem
As the admin plays a pivotal role in configuring the software according to company requirements, we aimed to gather extensive information during the onboarding process to later utilise for AI-generated tips and suggestions. However, during user testing, we discovered that users found the process exhausting due to its length.
Our approach
In our approach, we revamped the user flow and integrated AI to educate users and offered helpful tips and suggestions. This aimed to make the process more understandable and enjoyable for users.

Task #2 Iterations

Boost collaboration and accountability with transparent objective tracking.

Problem
To boost user accountability, we aimed to improve collaboration across the platform. On the Object Overview page, we made it easy to track OKR progress and visualise status. We also added an achievement tab to celebrate milestones and a photo gallery for team spirit. However, during user testing, we found that most users were hesitant to use the photo gallery feature.
Our approach
We revamped the UI by introducing progress bars to clearly visualise objective status, fostering transparency. We emphasised key responsible individuals to enhance alignment and accountability within teams.

Improve work efficiency and simplify file management by adding file integration functionality.

Problem
We implemented file uploading functionality to consolidate relevant files in one place, aiming to improve work efficiency. However, during user testing, we discovered that the current design lacks the capability to integrate files from different platforms. This limitation leads to difficulty in managing files efficiently and effectively, resulting in workflow inefficiencies and complexity.
Our approach
Our approach involved integrating file management functionality, aiming to simplify processes and make workflow more efficient for users.

Educate users with AI-generated pre-populated solutions to provide helpful content.

Problem
To enhance user collaboration and boost engagement, we introduced a whiteboard feature with ample space for flexible teamwork. However, during user testing, we found that users faced challenges accessing useful content and guidance for writing goals effectively.
Our approach
Implement AI-generated pre-populated solutions to provide users with helpful content, thereby educating them on effective goal-writing techniques.

UI Components

We worked based on components to ensure consistency across the system.

Key takeaways

Reflection on the project

Aligning with stakeholders while achieving user goals
In my role as a product designer, I've learned the complexity of balancing various tasks, satisfying both users and stakeholders while integrating design ideas into new features or products. I've learned how important it is to prioritise tasks effectively for efficient management. The use of the priority matrix has truly facilitated the alignment of our efforts with stakeholders' expectations.
Prioritising user testing feedback
Reflecting on user testing, I learned the importance of carefully analysis of the feedback. Initially, I focused on prioritising repetitive feedback, but I soon realised the significance of even non-repetitive insights. Each piece of feedback helps improve the system, Therefor it's important to consider and prioritise all feedback for a better user experience.

next steps

Refining workflow efficiency through AI optimisation

Enhancing information architecture and OKR alignment
Next steps involve prioritising improvements to the information architecture for better organisation and accessibility.

Additionally, we'll focus on refining the process of writing OKRs and aligning them with team goals, leveraging AI for assistance and guidance.
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