Telecommunications Company (Client Project, Publicis Sapient)
Tasks & Rewards
Outcomes
Conducted Comparative and Competitive analyses
Defined app requirements
Explored multiple iterations of the app’s structure and design
Role
User Experience (UX) Designer
Timeline
May 2024 to October 2024
Team
2 Product Owners, 1 Experience Lead, 1 Lead Engineer, 2 UX/UI Designers
Tools
Figma
What’s the ask?
The client owned an existing app that allowed customer to assign chores to their children. Though, through research and customer reviews, the client realized customers found the process of assigning chores in the existing app taxing. Alongside this realization, the client underwent re-branding and desired to shift the framing of the existing app from “monitoring your children” to “helping your children gain independence.” I was asked to create a new version of the app that would continue to allow parent to assign chores to their children, yet doing so in a way that would allow customers’ children to feel empowered and supported, rather than controlled.
How did I approach the problem?
Understand what other chores apps are doing.
I conducted market research, seeking to understand what other chore apps do well and do not so well. I considered other apps’ framing, aesthetic choices, included features, and usability. I also analyzed apps that were not specifically chore apps, yet utilized customer rewards or incentivized customer loyalty. I sought to understand the methods used to compel customers to earn more rewards, as well as the functional, visual, and psychological aspects of the reward redemption process.
After completing initial research, I shared findings with stakeholders.
Define requirements.
After sharing initial research findings with stakeholders, I began to define the requirements for the new version of the app. To do so, I focused on answering the question, “What does a customer need to able to accomplish their goal of creating and rewarding chores?”
Conduct initial explorations.
Once the first iteration of requirements were defined, I began exploring the implementation of those requirements by drafting the structure of creating and assigning a chore.
Continue to iterate.
After sharing initial wireframes with stakeholders, I received feedback. I incorporated input from the development team by removing the rewards feature which added unreasonable technical complexity. In response to the product team, I began to explore expanding the capability of the app by streamlining the process of creating and assigning chores for the customer. I created additional iterations with the question in mind, “How can a customer do more with less effort?” I added the functionality of allowing the customer to create many tasks at once while including a predictive text feature.
Iterate, again.
I shared updates with stakeholders and received feedback. I continued to iterate with updated design critique in mind: reduce complexity and the number of clicks required. I addressed the feedback by reducing the multi-page process to a single page set-up that allows the customer to prioritize assigning one task at a time.
Hand-off designs for production.
After multiple iterations, the final updates received approval from stakeholders. I then handed-off designs to the development team for production.