Trumpia
Timeline
June 2022 -> Launched (December 2022)
Role
UX Research, Ideation, UI design
Team member
Designer(Me), Product mananger, Front end team, Engine team
Overview
Text launcher helps users send customized mass messages efficiently.
Initial usability tests revealed pain points in message composition, leading to key design improvements for a smoother experience.
Research
Research methods
To gather insights, we recruited test participants matching our user demographics and conducted 30 unmoderated usability tests.
1.
We first tested with 10 internal employees unfamiliar with the system and refined test cases based on their feedback using UserZoom.com.
2.
Using UserBrain.com, I created test accounts and ran usability tests with 20 participants matching the company’s main demographic.
Test analysis
Assessed usability challenges, assigned severity scores, and determined high-impact improvements for an optimized user experience.
Usability Severity Rating
Usability assessments revealed multiple challenges with the compose functionality. Each issue was assigned a severity score from 1 to 4, based on the frequency with which participants encountered similar problems during testing.
Impact / Effort Matrix
A priority and effort assessment was conducted to evaluate the workload required to fix each issue and its potential impact if left unresolved. Given the recurring issues and high usage of the text editor, we prioritized a complete revamp.
Key findings
Editing restrictions
Users struggled to edit or delete custom data fields stored as plain text.
Confusing parameters
HTML-style parameters confused users, making customization intimidating.
No preview option
Users cannot preview their campaign before sending, making it difficult to confirm messages in advance
Hidden MMS charges
Messages exceeding 160 characters are charged as MMS, but users receive no notification.
How might we
How might we assist users in conveniently crafting bulk messages to ensure they deliver impactful communications to their clients and members?
Explorations
To improve focus, I designed a compose screen that keeps users in their current editing area. While modals were explored, dependencies on other features prevented their implementation.
Outcome
Clear SMS to MMS transition notification
Messages automatically switch to MMS when exceeding 160 characters or including an image. A color-coded preview and cost notification provide clarity.
Intuitive way to edit & add custom data field
Previously, users struggled to edit or remove custom data fields. The new design introduces a dedicated button for easy modifications, improving visibility and control.
Transparent view on the real-time preview
The new design helps users see how attachments and messages will appear to their customers or members on the live preview.
Impact
A usability test with 15 participants yielded a 92.08 System Usability Scale score. Users found the new design intuitive, easy, and clear, with no reported difficulties.
Reflection
Conducting qualitative & qualitative tests quickly allow to identify if the new designs solved the issues in metrics.
Use elements and text (custom data fields) that matches users mental models.
If directions are vague during unmoderated tests, testers tend to misunderstand what they're supposed to do.
