Case study
TBA
Expertise
Platforms
Role
Product designer
Year
2020
Intro
At a Dublin-based AI startup, I lead design of the mobile customer experience. We created an app that users would use in their homes to self-diagnose and fix their home technology problems.
The current product
This video I prototyped and art-directed demonstrates how the product works to date.
User research, feedback and product maturation had demonstrated some of the flaws with this current approach, so I started to explore a new design.
User testing & research
Working collaboratively with a researcher, we quantified the impact of usability problems to prioritize high-impact issues that would interfere with users’ desire to use the mobile app.
To rule out making changes based on either low severity or low frequency, only issues that scored high to moderate impact* were considered.
*Impact score is severity of the usability error (1 – 4) multiplied by frequency of the usability error
An Avoidant user testing session I sat in on as a note-taker
One of our highest impact issues was users’ reluctance to use the voice interface to identify technology problems in their home. Our users said:
I’d probably type it because when I speak it, it always has a hard time recognising my voice.
It’s concerning because of all the hacking stuff like listening & spying.
I wouldn’t use it because I don’t know how articulate it is, like if I say a codeword if it would actually understand.