The summary

The details

Discover & Define: Solving the right problem

Secondary Research

Understand four-years of existing research and barriers to delivery

To begin, I started reading through four years of past research to understand the problem space better. I familiarised myself with the insights and recommendations, including reviewing research notes and testing videos, that informed the recently released interim solution, and its results.

Understanding the history revealed pain points and gaps in the current experience. It also identified barriers in the business limiting change.

> This step informed the hypothesis to test and the need to build report and confidence with stakeholders to deliver a redesigned main navigation.

Landscape review

Understand the competitive field

Next, I conducted a landscape review to learn how other direct competitors and lateral businesses have approached findability of numerous products and services for multiple audiences. I collaborated with the digital experience team to ensure a variety of examples.

> This step inspired the designs in the ideation session.

Stakeholder interviews

Understand the business perspective

With a more in-depth knowledge of the project history, I met with stakeholders that represented each of the audiences and products to understand better their view of the user needs, gaps in the current experience and their vision of the ideal experience. I also used the opportunity to confirm the relevancy of pre-defined user tasks to inform the testing guide.

> These steps informed the research plan, including the hypothesis to be tested.

Research plan

Plan a testing approach that answers the questions identified in previous activities

Next, I made sense of the information gathered in the secondary research, landscape review and stakeholder interviews. These findings formed the hypothesis to test.

To explore and validate ideas identified in the discovery phase, I planned moderated user-testing over a four-week sprint cycle to rapidly and effectively identify the best solution. To secure the confidence of analytically-minded stakeholders, I planned a final remote unmoderated test to provide quantitative validation of the final solution. 

Finally, I shared the plan with stakeholders to ensure alignment and engagement throughout the process.

> This step informed the framework for the design and delivery phase.

Ideation & prioritisation

Think big then choose the best and most diverse ideas to test

Based on the needs of the main navigation identified in the previous phase, the designer and I ideated on numerous possible solutions using the landscape review as a stimulus. We then refined our ideas into two polarised solutions. The purpose was to understand what did and did not resonate within the diverse designs to identify the best solution.

As the designer built the prototypes, I continued preparing for the testing sessions including logistics such as booking note-takers, setting up observation links for stakeholders and other interested team members, booking car spaces for participants, and organising equipment.

> This step identified the designs to begin exploration testing.

Design & Deliver: Designing the right solution

User testing sprints

Understand what does and doesn’t works with actual users to quickly iterate to the best solution

We developed a cadence which involved one day of testing per week over the next four weeks. Following each session, I added the user's verbatim and observations next to the relevant screenshot on a physical board. This approach enabled us to parse through the research findings efficiently.

Following each testing day, I facilitated a debrief with the designer, copywriter and any interested member of the UX team, to make sense of the findings and identify opportunities.

Concept testing

Diverge to understand the best and worst of multiple approaches

During the first two weeks, we tested the two designs, alternating the order for each audience type to remove bias. Based on our findings, we ideated and refined the designs. During the third week of testing, the user feedback became more focused, indicating the designs were on the right track.

> Each round led to hunches to be tested in the next round.

Finalise solution

Sense-make, document, collaborate on the final design and prepare for the final presentation

At the end of the testing sessions, while the designer refined the final design, I reviewed the data from the testing sessions to uncover any overlooked findings. We addressed any overseen findings in the final design.

I then prepared the debrief boards to be used to walk the stakeholders through the process, insights and recommendations. This process also formed the final report to be shared with the stakeholders, and the delivery team outlining the insights and recommendations.

> This step informed the deliverables and final presentation

Final presentation

Share UX process and final solution to align stakeholders and team members to drive delivery

Finally, we shared the process, insights and final solution in four open sessions with our stakeholders and all interested members of the business. These sessions provided an opportunity to educate colleagues on the process and raise questions or concerns on the solution.

> This step reinforced the stakeholders’ confidence to pursue the final solution.

Results: A better experience