Feature Improvement
About this project
The upcoming support feature provides users with guidance on tuning procedures, error handling, and user-friendly messages.
Role:
UX Researcher & Designer
6 months
Background
This solution will improve the users’ productivity, minimize service calls and waiting time, and get instruments back to the intended performance state faster.
Objective
Improve user guidance and support during the tuning and calibration process by implementing a comprehensive Tuning and Calibration Support feature, resulting in a more efficient and user-friendly experience.
Process & Journey
pre-discovery
Business Need: The high number of service records incurred due to issues arising from incorrect tuning and calibration procedures, primarily caused by user unfamiliarity or errors, is resulting in significant costs for service support.
User Need: Field visits helped to identify the issues and pain points faced by users when using the MS Tune feature. This was followed by an analysis of the current state of the MS Tune feature using observation studies, along with tools such as empathy maps and assumption mapping.
“I need a tool to guide me on which tuning procedures are to be used at what time, what actions need to be taken when an error occurs during tuning procedures and easy-to-understand error/warning messages.”
purpose
- Improve User Guidance: Provide clear and comprehensive instructions to guide users through the tuning and calibration process, ensuring they understand which procedures to follow and when.
- Enhance Error Handling: Offer users actionable guidance on how to address errors that may occur during the tuning process, minimizing downtime and streamlining troubleshooting.
- Simplify User Experience: Create a user-friendly interface that simplifies the tuning and calibration process, reducing complexity and enabling users to achieve optimal results more efficiently.
- Increase User Confidence: Build user trust and confidence in the product by providing reliable and accurate guidance throughout the tuning and calibration process.
- Reduce Support Queries: Minimize the need for user support by implementing clear error and warning messages that effectively communicate issues, reducing the reliance on external assistance.
- Streamline Training and On-boarding: Develop a feature that is intuitive and user-friendly, enabling new users to quickly understand and navigate the tuning and calibration process without extensive training.
- Enhance Productivity: Enable users to complete tuning and calibration tasks in a more efficient manner, reducing time and effort required while maintaining accuracy and effectiveness.
discovery
Op-sets:
We started by collaborating with Service Designer to understand various op-sets and utilize master op-sets to automate interactions that often result in user errors, ultimately reducing the need for service visits.
Interaction Flow:
We worked closely with service engineers and back-end developers to redefine the instrument recovery process. Our delivered artifacts enhance the user interface (UI) with visual guidance, empowering users to resolve issues independently and reduce the need for service visits.
assumptions
Early Concept with 3 proposals:
Based on the needs and background research the feature was proposed using early design concepts with 3 different styles. Key stakeholders’ workshop was held to determine impact of proposed solution and acceptance for feature deliver was achieved with request for changes.
iteration 1
iteration 2
Since the feature was completely new and was introducing new interaction elements a quick round of A/B testing was conducted to identify the which design was more preferred by the users.
Option A:
Option 2:
final iteration
voice of customer
After several iterations and scope adjustments, the final design was approved. We then developed a prototype based on this design, incorporating all necessary features and functionality.
We collected user feedback through VOCs using a prototype. Our usability research study aimed to help feature stakeholders better understand user needs during discovery. We achieved this by leveraging early prototyping to identify interaction gaps, user challenges, and pain points.
final solutions
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