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Ideation & Prototyping
Client facing
After multiple sit down sessions with users and the team. We came up with our solution. We minimize the amount of fields users had to select and answer to create appointments. We carefully thought out and determined the necessary amount of inputs we actually needed from users, engineers only need three things from the users: name, phone number, description. We thought out as well how to help make it a easy flow for users, we integrated a calendar for ease of use and for visual context. Theoretically this should help a user in need of help get an appointment quicker than the previous app.
We changed the UI to let users know that once all the selection on a page has been made the next arrow will be selectable. This will help with any distractions that a user might experience during creating an appointment. We also integrated zoom and outlook calendar confirmation and reminders.
My Role
User Research
User interviews
UX Designer
Information Architecture
Prototyping
Usability testing
Background
Scheduling tool is integrated to an internal site/hub. A one stop shop for internal team member to go to get technology assistance. This scheduling app helps book an appointment with an engineer for technical support.
HiTech scheduler is the name, its a dual internal Target application. Guest facing, internal team members can go to this site/tool to schedule. The second part of the app, is dedicated to the engineers, giving them administrative responsibility to take appointment notes, manage appointments, and make changes as necessary.
This project was done in collaboration with three software developers, product manager, sr. manager, and myself as the ux designer & researcher
There are quite a bit of UX problems with the previous version of the hitech scheduler. Some to name were the difficulty scheduling and managing their appointments. Despite having features that would help them such as real time availability and email confirmation the user experience is not seamless and intuitive.
The engineer facing aspect, the note taking section was an overlay that comes from the side, it doesnt autosave notes, overlay is small and makes it hard to take notes.
Research
Previous experience showcases how users would make an appointment. Team members would fill out and select x amount of information to create an appointment. A few questions came up when doing a usability testing with this current version, are these questions necessary for the client to know? Is it necessary for the engineer? What if the client doesnt know "x" selection?
Interviews
Findings
Scrolling feature that team members used to fill out information about various different questions to help give the engineers a heads up on what they were going to work on. This may have been helpful for engineers, but this was poorly thought out for the team members in need of assistance.
When we dove into why this was a poor experience we found out that when team members are in need of help, they shouldn't need to fill out multiple tech questions they may not know to get help. They may be frustrated with "x" already. We also thought about the necessary information the engineers would need to understand what (laptop, specific apps, brief description of issue) they will need to understand the clients issue.
We also thought about the different demographics and we realized that not all team members are tech savy, team members comes from different departments, different agse, etc. We also performed a usability audit of the current site and ask a series of questions and reviewed their inputs.
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Engineer facing
For the engineer portion, this is the ideation of the design has been passed on to developers to create after months of debating, and due to skills on the development team, the team decided not to pursue making a new engineer facing portion of the app.
We stylistically wanted it to feel the same for engineers at least in the note section portion of the app. To maintain balance across what each client and engineer interact within the app. Wanted options to be short and straight to the point, we selected the necessary options engineers will need to fill out as well, so note taking and keeping accurate information will be accurate and detailed. Ultimately making both Clients/Team members and engineers work flow simpler and intuitive.
Usability testing
We conducted moderated testing via zoom. We watched and listened to users test, we observed the amount of clicks, the amount of time someone took to complete a task. We ended the test with a questionnaire, receiving feedback. Our demographic pool was diverse, we had engineers on the team, we had engineers outside, we had admins, and other professionals in different departments test out our new tool., we wanted a variety of users perspectives to create an experience that fits all.
Takeaways
Takeaways from the project after we made those changes in dev environment from our first scheduler to our prototype, it really benefited and decrease the amount of time it took to create an appointment. It made it very usable and easy to understand what they're filling in. The new tool has a wide range of features including, scheduling, outlook and zoom integration, and reminders.
In summary this new tool has helped team members streamline the process in creating appointments, it will streamline engineers process in taking notes for each appointments. The overall goal has been met, getting team members the help they need in a timely manner and getting them back up and running, overall helping the company maintain its standard as a leading retailer.
Target
Scheduler app
Audience
Tools
Timeline
Figma
Maze
FigJam
Slack
Zoom
10 Weeks
Internal HQ, DC, and Store Lead Team Members,
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Results
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The goal was to address the UX problems we found proposing solutions which included redesigning the user interface, reorganizing the information architecture (navigation and flow) to complete an input or task and incorporating calendar and zoom integration.
