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.
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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.
Redesign the progress bar so users feel as if they are steadily advancing through the application.
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 .
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.
Conduct 5 - 7 usability tests to determine which portions of the application are in need of more contextual information.
Lead a team of 3:
Scope out sprint plan
Create test script
Conduct usability tests
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.
To run a diagnostic A/B test on the implementation of tooltips.
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.
Lead a team of 3:
Form an Assumption
Form a Hypothesis
Create an experiment to test the Hypothesis
Determine the appropriate metrics to measure