At a Glance
Project: Making Incremental Usability Improvements on a Legacy System
Main Deliverables: Heuristic Evaluation, User Interviews, Stakeholder Interviews, Personas, User Interviews, Affinity Map
Tools: Adobe XD, Miro, Microsoft Teams
Goals: Understand the user experience overall by finding common functionalities across users, come up with recommendations with things we can incrementally improve within the system, and create several deliverables based on the research data and present our findings to the team.
At Riva Solutions Inc., we practice Human-Centered Design while utilizing Agile Scrum Kanban methodology, where we focus on the users to get down to the root of the problems that we need to solve, to work on projects by progressing incrementally.
The purpose of this user research was to evaluate an outdated legacy payment system that has had very little updates since the 1990's when the system was first created. As the UX Researcher/UX Designer on this project, I was tasked with identifying the major pain points and frustrations from the main users across various agencies.
We focused on the main problem that seemed to be occurring from the user's perspective, which was that they seem to have a lot of issues with the system and being unaware of features other than the ones they were currently utilizing, since there is no user manual or formal training for the system.
The UX research plan was to understand, research, analyze, and then to present our findings and recommendations on how to improve the system to the team.
I spoke with stakeholders and project managers to understand the problem, requirements, and establish goals. It was already known that many users were complaining to support that they find the system confusing, especially when learning how to perform new tasks, or for users being introduced to the system for the first time.
We then used discovery methods for our user research by conducting user interviews to identify pain points and gather insights and commonalities across users from various agencies to better understand the system and the users' overall journey.
24 users were asked to participate in remote semi-structural interviews that included a set of pre-determined open-ended questions to explore particular themes and certain responses further. I found it more helpful to do these semi-structural interviews over structured ones, so that I can dig deeper into the reason why users feel the way that they do about their specific experiences.
Contextual inquiries were also included in each interview, as we asked the users to share their screens as they walk us through tasks they use everyday in the system. Users were asked questions about what their most frustrating part about completing their daily tasks in the system are, if there’s any way that the system isn’t supporting their needs, and if there is anything that the users look for in the system that may be missing or hard to find.