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Product Overview
Product Overview
This responsive web app (launched in August 2012) is a compliance and e-learning platform for regulated professionals (primarily real estate agents in Australia). It helps them stay compliant with industry regulations while offering engaging learning content. However, with evolving regulations and user needs, the platform needed an update to ensure user-friendliness and continued value.
Client Goal:
To be the leading innovator in on-the-go training and compliance management. They achieve this through a dynamic reporting dashboard, goal management functionality, and mobile access.
App Issues
App Issues
The app, launched several years before, hadn't been fully optimized for user needs and compliance standards. User research revealed pain points in various areas, including:
Navigation: Confusing menu structure
User Journey: Lengthy processes for simple tasks.
Notifications: Ineffective notification system.
Content Organization: Difficult browsing of the content catalog.
Information Architecture: Unclear organizational chart.
Performance: Slow loading times.
Usability: Challenges with podcast playback and content uploading.
For the purpose of this website, I will only focus on some of the most crucial items mentioned above.
Problem Statements
Problem Statements
Users
Frustrated: The platform's complex navigation, long task journeys, and confusing information architecture make it difficult and time-consuming to complete tasks.
Disengaged: The lack of a user-friendly interface and engaging content makes learning and compliance a chore, not a valuable experience.
Business
Falling Behind: The outdated platform hinders the company's goal of being a leader in on-the-go training and compliance.
Potential Compliance Risks: An unclear user interface and organization may lead to users missing crucial compliance information.
Low User Satisfaction: Negative user experiences could lead to customer churn and damage the brand image.
Employees
Limited Understanding: A lack of understanding of the user base and product capabilities limits the ability to empathize with user needs and develop solutions.
Development Challenges: The existing platform structure might be causing technical issues for content creation and management.
Inefficient workflows: Unclear user personas and pain points make it difficult for employees to prioritize improvements and features.
Research Stage
Research Stage
To understand the full picture, we conducted a multi-pronged research approach:
Stakeholder Interviews: Revealed a lack of understanding of the product and user personas among app employees, hindering customer empathy.
User Interviews: Users reported a lack of enjoyment or ease in using the platform. They viewed it as a basic tool for completing tasks, not a valuable learning resource.
These findings highlighted the need for a platform redesign that prioritized user experience and compliance.
Sketching/low-fidelity wireframing during ideation and brainstorming
Sketching/low-fidelity wireframing during ideation and brainstorming
Recommendations
Recommendations
Navigation and Interface Design
Navigation and Interface Design
Simplify menu structure and improve labeling for ease of navigation.
Streamline user workflows to reduce the length of single-task journeys.
Notification System
Notification System
Revise notification messages to be more informative and actionable.
Implement user preferences for notification settings to enhance relevance.
Content Management
Content Management
Enhance the content catalogue view with advanced search and filtering options.
Optimize loading times to improve overall performance.
Employee Training and Education
Employee Training and Education
Develop training materials and workshops to educate employees about the platform and user personas.
Encourage empathy-building exercises to foster a deeper understanding of user needs.
Next Steps
Next Steps
Implementation plan for recommended improvements.
Monitoring and feedback mechanisms for ongoing optimization.
Further user testing and research for continuous improvement.
Insights
Insights
Users value simplicity and efficiency in navigation and task completion.
Clear and concise communication is essential for effective notifications.
Improving search and filtering capabilities can enhance content discovery.
Providing educational resources/avenues to increase employee understanding of the product and user needs is crucial.
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