Objective 

Work with the Terafina product team to create a better experience for end users as they go through the online application process and to ultimately reduce the application drop off rate.


Sprint 1
Overview

PLEASE CLICK HERE FOR A MORE COMPREHENSIVE LOOK AT MY PROCESS DURING THIS SPRINT

 

Suggestion

Based off of the results of our prototype testing, we recommended the progress bar below.  It successfully addressed the three main issues users had with the progress bar formerly in effect: movement, reward, and clarity.

 

* The Terafina team is currently implementing a progress bar based off of our suggestion. 

Sprint Goal

Redesign the progress bar so users feel as if they are steadily advancing through the application.

 

Timeframe

2-week sprint

 

My Role

Within a team of 4:
Sketch out different progress bar ideas
Collaborate with development team to determine implementation feasibility
Prototype test 3 select progress bars
Collect + Synthesize data
Offer final design suggestion

 

Progress Bar Problems to Address

Movement: Users didn't feel as if they were progressing through the application.

Reward: Users didn't receive encouraging, positive feedback as they moved from page to page.

Clarity: Users were confused by the subpages that weren't included in the progress bar succession .

 

Sprint 2

Suggestion

Based off the usability tests performed, more contextual information should be provided on several portions of the application in the form of either tooltips or automatic inline exposures to address the two major problems that users had while filling out the form: clarity and transparency.  

Screen 3.png

Sprint Goal

Conduct 5 - 7 usability tests to determine which portions of the application are in need of more contextual information. 

 

Timeframe

2-week sprint

 

My Role

Lead a team of 3:
Scope out sprint plan
Create test script 
Conduct usability tests
Synthesize data
Offer design & next step suggestions

 

Problems to Address

Clarity: Users didn't understand why certain pieces of information were being asked of them or how to fill out the input field. 

Transparency: As a result of the lack of clarity, users were reluctant to provide sensitive information and were not trusting of the application process. 

 

Sprint 3

Suggestion

To run a diagnostic A/B test on the implementation of tooltips. 

 

Sprint Goal

To create an experiment to test and definitively prove the assumption that contextual help (tooltips) would deliver critical information that would propel users forward through the Terafina application process.

 

Timeframe

2-week sprint

 

My Role

Lead a team of 3:
Form an Assumption
Form a Hypothesis
Create an experiment to test the Hypothesis
Determine the appropriate metrics to measure