Design Approach
We excel in understanding the user needs, mapping design solutions, and validating the designs by conducting usability tests with integrated feedback.
Empathise
Define the challenge & explore the human context
Define
Research, observe, to create a point of view
Ideate
Brainstorm ideas
good & bad
Design
Learn from prototypes to spark new ideas
Test
Reveal insights that
redefine the problem
Empathise
Interviews: We identified our client's problems. We interviewed their current customers. We interviewed four perspective clients. Our interview process consisted of an observation period of the businesses day to day activities, and direct questions about needs. Our objective was to capture business choke points and customer satisfaction. We analyzed the overall experience, and assigned user experience solutions where appropriate.
Observational Interview: We observed how prospective clients navigated the site. We instructed users to vocalize how they felt, their difficulties and overall user experience while actively navigating the site. We analyzed the verbal feed back and identified the major user issues.
One-on-one interviews: Using the observation feedback, to prepare questions we conducted the one on one interviews. This process was instrumental in identifying the users issues and pain points when utilizing the Anü customer interface site.
We identified the following pain points:
-The purpose of the service was not clear in the sites initial presentation
-Users had difficulty choosing a service, thus neutralizing the the matchmaking quality of the site.
-Users had difficulty navigating through the sites design
-Users came to the site with an idea of what they needed through online research, and wanted to force correct the matchmaking process
-Users needed a clear understanding of how the service would benefit them.
-Users did not find the site visually stimulating, creating negative attraction to the site.
Persona
We created the following personas based on the data gathered in our interviews, they will seek ANU's services exclusively online. Our main objective is to redesign Anü's website.
Define
The design should be at the intersection of the user and business goals. The activities carried out above helped us determine user needs. The interview with the client allowed us to outline their business goals. Defining business goals, and user needs guided our design decisions.
Problem Statement
How can we redesign the businesses website to facilitate users understanding the product, completing the initial process and retaining the legal services they are matched with.
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