UI / INTERACTION DESIGN
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MYER
Tablet app
(Staff ticketing)
My role
I was contracted to help design a digital ticketing tool for MYER staff members who were in much need of improving their outdated workflow. I was responsible for the ux, interaction and UI design for this tablet application.
The Challenge
Floor managers and team members have been using an outdated ticketing process for years, where the primary task of finding and printing tickets was slow and constantly a frustrating experience. The partly manual process was inefficient while wasting unnecessary amounts of paper as well.
Creating one single tool to be used on the iPad would optimise the process and improve the workflow dramatically. This experience will help managers and team members conduct their tasks on the go while walking the floor. We believed this would eliminate the reliance on other team members, significantly improve efficiency and the ease of finding and printing tickets.
Tasks and deliverables
Journey mapping/user flows, wireframes,
low fidelity interactive prototype, user testing in users own environment, UI mockups and styles ready for devs.
Tools used
Who we're
designing for?
The primary users are the floor managers and team members who work in a dedicated department/floor.
Their main role is to replace tickets on the department floor which are missing or incorrect and for events such as the boxing day sales, replacing all tickets prior to the day.
With our assumptions about their behaviour, we mapped out the journey which covered each users task and then validated our assumptions after speaking and watching the actual people who use the system.
The users journey
As a team we mapped out the exisiting journey and then the new journey to help stakeholders and everyone involved visualise the process. It allowed us to collaborate with the whole team and document the progress, insights, assumptions, questions for business, blockers and decision points.
Quick sketching
I sketched initial concept ideas based on requirements discussed with team and iterated further with team to get to a point where I could jump into creating a prototype.
The lead systems architect was heavily involved at this stage which was cruitial in piecing together how the system would work.
Low fidelity prototype
to test
I created a quick prototype so we could get designs infront of users as soon as possible. We tested 7 people across the two target user groups.
Testing objectives:
- validate our assumptions
- test three core tasks and measure ease of use
- uncover any major problems
- obtain positive and negative feedback
Listening to users
Before showing the prototype, it was vital to speak to users in their environment and get more context around their current ticketing tasks.
Key insights discovered
After talking and listening to users while watching them use the prototype, we gained a number of valuable insights to help inform the designs. We were able to iterate designs and move closer to something that was going to be useful and helpful to users.
Iterating forward
We found that because of broken search functionality, users were used to navigating to tickets manually through folders. We felt that we needed to carry their existing mental modal of this manual task through to the new app, while making improvements as well as adding a sophistcated search feature which would hopefully be adopted with confidence over time.
Validating assumptions
Print job history
Stakeholder felt we didn’t need this screen because the user would be able to see this info at the printer.
What we learned
We discovered that users needed a list of what they had sent to printer while on the floor rather than at the printer. If interupted by a customer, they would find this screen useful to easily remind them what they had printed and where they were up to in the task while on the floor.
Previewing tickets
We believed that users would benefit in seeing a preview of the ticket. But how important was this?
What we learned
We found this was definately a must have and learned that it was more important than expected. It was crucial that users see this preview to be able to check the ticket matches details specified in the summary info received by comms. Otherwise wrong tickets could easily be printed.
Measuring UX
I wanted to gather some quick data so the team had something to measure future iterations against.
How easy it was for users to find tickets
using the new prototype?
Goal
To have have some sort of data which could be used for future iterations by measuring how easy the primary task was to accomplish.
Process
I used the VAS scale as a quick way to measure users beliefs and attitudes.
Outome
Users found the task very easy to use with a VAS average score of 89.8% with a range of 81% - 98%.
With more time I would have considered including other tests such as the SUS.
UI and interaction design
UI styles
A truly seamless experience as users move between devices and context. Familiarity in UI and interaction as well as making the most of the device realesate helps to create a ‘delightful’ experience.
interaction specification
As the project was 'waterfall', it was important to hand over as much info as possible to communicate UI and interaction specifications.
Outcome
After a few design iterations and the team spending a lengthy period of time figuring out printing logistics, the app was rolled out in all Myer stores and is currently being used daily to print thousands of tickets – making the ticketing process a much more intuitive and efficient experience for managers and other staff members.
I’d love to chat about how I can help you. Say hi over email.
Contact me
© Jeremy Laycock