TBOX by E&V
Continuous Discovery, Stakeholder & User Interviews, Usability Testing, UX Review & Data analytics combined to optimize the User Experience.
- KPI: reducing the time spent on manual user input
- HEALTH KPI: more than 90% of correctly entered and processed data
Project: TBOX by E&V
TBOX is a web-based revenue tracking tool for E&V franchise partners to manage their license fees. This new tool is intended to replace the outdated one. When I started in the team many user problems have already been identified with previous research and solutions were implemented to the product, but never validated with real users.
My first research mission:
Understand if the solutions that were already been worked on for the past 2 years were actually matching the real users need and why.
#ContinuousDiscovery
Goal Setting Workshop
This was the first time this team was interacting with a product designer so one of my goals was to convince the stakeholders and the team about the time and effort we should spend for the discovery and to align with them on the desired outcome of this first discovery.
#WorkshopFacilitator #UserJourneyMapping #ProtoPersona #HypothesisConfidenceRating
Conduct User Interviews
Based on the desired research goal, the hypothesizes and research questions, I created the user interview script with interview questions that elicit stories (context analysis) and a test flow with simple tasks (usability testing).
#ConcurrentThinkAloud #RetrospectiveThinkAloud #TeachBack
Share Insights
After clustering, analyzing and rating all finding with the involved core team, I create mockups and click dummies to visualize my recommendations.
Finally I present my research report to share all insights and recommendations to all stakeholders, the complete product team and the company.
#UserInterviewSnapshots #Wireframes
Example of user insights
"Payment Form"
Missing orientation
One of the pain points was that users were lacking of orientation on this form.
"For which deal do I report the payment for?"
Misleading calculations
The biggest struggle was to understand the calculation of open positions and base value because the user was expecting different results.
"I don't get the calculation, neither gross or net values fit to my own results"
Example of the optimized payment form
First version we tested with users
Optimized version based on my user insights
Example of user insights
"Deal Overview List"
Missing overview
For license partners that manage more than one shop it was a big challenge to use the combined list of all the licenses they own.
"this is a bit confusing, I need to easily focus on one shop at a time! "
More visual guidance
The action buttons were only visible when hovering the list item. User did't see them. Also the transactions (rent, sale, service,...) were not easy to distinguish.
"Is this a sales deal or rent, I got similar addresses for them?"
Example of the optimized deal overview list
First version we tested with users
Optimized version based on my user insights
Quotes from the product team
"Changing the backend structure to have a way better impact for the user - that was the biggest optimization for T-Box this year!"
"Amazing work on t-box research - very impressive and super useful/actionable!"
"Now, we really understand how the users are using T-Box! Awesome Insights!"
start continous discovery
After this initial research we defined the most important risks we need to tackle before we can finally launch the product. We tested all optimizations again with our users to validate that our desired solution adds real user value.
For the user feedback sessions we used simple click dummies or completely working websites depending on the complexity of the solution. Keeping a close contact to our focus user group as real co-creators with continuous user insight sessions.
Example of product design flows
We also discovered the benefit to get a shared understanding of ideas with simple visualization.
visualize complex user flows using MIRO sketch or figma
Mockups to align on interactions and collaborate with the team using MIRO
create clickable prototypes and design based on our design system using figma
In March 2022 Engel & Völkers successfully launched T-Box
This is what our users said after the first weeks using the new tool:
“Technically everything went smoothly and satisfactorily on my part.”
“I recorded a total of nine transactions today and it worked smoothly. Mrs Alterauge confirmed that everything was correct.”
“It’s actually fun to enter deals.”
What about the Data?
We track our user behavior based on Snowplow to understand the time spend on manual user input and check the data quality with master data and the controlling team.
KPI:
reducing the time spent on manual user input by 10%
HEALTH KPI:
more than 90% of correctly entered and processed data