Completing Data Entry Tasks with 133% More Success
My Role
Design Lead
UX Researcher
Team
Myself &
1 x Junior UX Designer
Skills
Project Management
Mentorship
Usability Testing
Results
+133% Increase in successful task completion
+60% increase in task completion speed
-37% less clicks for task completion
+91.6% Increase in reported NPS score for product
Timeline
Dec 2022 - Feb 2022 (2 mos)
The Design Process
Background
SAP Analytics Cloud is SAP's flagship business intelligence platform. At the time, it had a low NPS score with poor usability cited as one of the common reasons.
The Problem
Users of SAC can assign fellow team members tasks to complete such as inputting quarterly data. Currently, users find it difficult to complete their assigned tasks due to unclear guidance.
The Goal
How might we improve the guidance and ease users have in completing their assigned tasks?
Our Approach
Customer insights and stakeholder interviews to inform a rapid ideation process and development handoff.
Customer Insights
We needed to better understand the user needs and pain points when monitoring their data so we looked through feedback gathered from product analytics, community forums, and NPS score reports.
Stakeholder Interviews
1 hour semi-structured interviews were conducted to understand the current landscape and design requirements.
Product Management
Why
Knowledgable about customer feedback, industry trends, and overall product strategy.
Goal
To better understand customer experience using tasks and how to align feature development with future of data analytics, and product positioning.
Key Takeaways
Tasks and scheduling is becoming a larger selling point for the product and its usability needs to be improved rapidly.
Analytics is moving towards an ad hoc service and needs to prioritize non advanced users.
SAC is needs to become more cloud native and move away from file based structures.
Design
Why
Knowledgable about UI standards, customer personas, and known pain points.
Goal
Better understand past design work done, known user pain points, and user personas.
Key Takeaways
Some baseline work has already been done and some customer interviews were conducted which we could pull from.
Designs should be created with the preparation to adopt the next generation design system.
Development
Why
Knowledgable about system architecture, technical constraints, and development costing.
Goal
Better understand system constraints, MVP development timelines, and investment cost.
Key Takeaways
Both creating and completing tasks workflow need to be addressed at the same time.
An overhaul to the calendar space would need to be broken down into three phases starting with task creation.
Key Insights
The research data was synthesized and analyzed into themes which resulted 4 key insights informing the design direction.
Guidance is Key
Users assigned to tasks do not know what they need to do, where they can complete it, and how to tell the assigner it is done.
Contextual Information
Supporting information about the task and how to complete it should be readily available to the user throughout the process.
Task & Process Creation
There needs to be more transparency and ease of use when creating tasks and processes, and then assigning them to be completed.
Process Complexity
Tasks and processes can become very large and complex. Different view settings is needed to accommodate for different team sizes.
Concept Ideation
Initial ideas were mocked up and presented to the internal team for a design review.
Usability Testing
After integrating feedback from the internal design review a high fidelity prototype was created to run an A/B test with the current and redesigned experience.
Design Solution
After a final client and product management review the prototypes were refined to high fidelity screens and prepared for development handoff.
+60% Speed of
Task Completion
Customized dashboard prompts guiding the user on what and where they need to complete their work.
+133% Increase in
Task Completion
Contextual guidance to ensure users can understand the work they need to do and access supporting information at ease.
+37% Less Clicks to
Compete Task
A new task management centre to allow for ease of access to create, manage, and oversee progress.
+91.6% Increase in NPS
Score
Additional view modes and functionality to allow for the ease of creating and assigning tasks.
Reflections
It's All in the Data
For this project we made sure to conduct an A/B test to compare the impact our new design had on several KPIs. Not only did the data validate our design efforts but it was an essential boost when pitching the design solution to senior management for investment.
Design Leadership
This project was one of my first experiences overseeing the work of a junior designer and leading the end-to-end design process. Overall it went well, however in the future I would want to create more structure to the project kick-off/alignmen, work sprints, and figma file to hopefully result in more efficient progress.
Website design and content by Ori Nevares