boost usability via System Usability Score (SUS)
promote customer satisfaction via Net Promoter Score (NPS)
my solution
i redesigned the hūmNET app, increasing usability by more than 71%.
before
after
testing the interface
we began by conducting heuristic analyses of the existing interface. Rana then conducted moderated usability tests with 3 target users, revealing that the average usability score was just 47.5 (compared to an average of 68).
together, heuristic analysis and user feedback revealed that the existing app had three major problems…
problem #1
users find that signing up for a humn is unclear
the small, unlabeled icons on the screen made the sign up process unclear to users.
before the humn starts
as the humn starts
problem #2
users don't have enough context when joining a humn
a lack of context around what to expect when joining a humn made the experience disorienting and confusing to users.
problem #3
users don't know how to interact with a humn
with few ways for users to interact with humns, they felt disconnected from the experience.
after the humn starts
feature brainstorming
prioritizing
after collecting the features that we wanted to explore more, we utilized a prioritization matrix to narrow down even further, focusing on high impact features - both the "major projects" and the "quick wins".
wireframing
with the features nailed down and an existing framework for the main flow, i began working on the low-fidelity wireframes. this helped me make decisions around logic and interaction design.
mocking up my solution
with the final iterations decided on, it was time to bring them to high-fidelity. i built out a design system as i applied visual design to the wireframes, including color and text styles, UI components, and assets like backgrounds.
certain components were especially complex – the logic states for humn cards, for example, took a great deal of thought and conversations.
it was then time to string the screens together into four prototypes, one for each sub-flow.
check out the changes below (updates are bolded).
flow 1
pre-humn
sign up page with more information
clearer CTA to sign up
pre-humn preferences
flow 2
on-ramp
context to prepare users
emotional check-in
breathing exercise
flow 3
humn
in-event preferences
live map to show where others are joining from
interactive orb
flow 4
post-humn
sharing options to post about their experience
emotional check-in
OPPORTUNITIES FOR IMPROVEMENT
preferences
user problems:
confusion about operating sliders
felt sound preferences were redundant
solution(s):
use a more visual pattern for sliders
remove sound preferences
on-ramp
user problems:
confusion when breathing exercise began
felt emotional check-ins were invasive
anxiety about humn timing
solution(s):
simplify on-ramp to just instructions and context
humn orb
user problems:
confusion with triggering instructions
confusion with triggering orb movement
desire for more interaction with orb
solution(s):
remove instructional text
trigger orb movement while pressing
Before
