Objective
The objective of this project is to audit the existing survey creation functionality using UX principles, conduct usability testing directly on the progressive new design prototype and propose a redesign from the insights gathered.
Challenge
Survey as a process is called primary research where data is colleceted directly from a user. The complexity lies in adding more complex workflows/features to the existing design. This adaptation was difficult as the existing design had usability and adaptability issues and not compliant with the UX guidelines.
BH Survey Overview
SECTION 1
You have the ability to send surveys style questions including wellness check-ins, satisfaction surveys, polls, etc. We currently offer these surveys to be sent via SMS or Voice (Email is currently in development).
Older adults can respond to the questions by plugging in the number relevant to their answer of choice for text and voice calls, and filling out the Google Form for emails. When they answer the first question, the second question will be presented to them. Older adults have 24 hours to respond to a survey.
SECTION 2
UX Audit
1
Audit 1
Heuristic Evaluation
Discovery
Conducted a thorough evaluation based on Nielsen's 10 usability heuristics, focusing on aspects such as visibility of system status, user control and freedom, consistency, and error prevention.
2
Audit 2
User Testing
Insights Gathered
Engaged older adults as participants in usability testing sessions to gather insights into their interaction with the current survey creation page. Observed their behaviors, difficulties faced, and collected direct feedback.
3
Audit 3
Competitor Analysis
Analysis
Analyzed survey creation interfaces of competitors in the health tech sector to identify best practices, common trends, and areas of improvement. Major Inspiration: Google Forms
SECTION 3
Made using
Hybrid Prototype
SECTION 4
Usability Testing
Using the standard procedures of usability testing flow, a test script followed by pre-test questionnaires, one scenario and a set of post-test questionnaires were prepared to test the users on the survey creation functionality. The scenario had 2 tasks where task 1 prepared the user with set of unbiased instructions on creating questions and resepective options.
The task 2 was structured in such way to incorporate our new feature called conditional branching into the presented prototype as a radio button option. The branching lets users define custom survey flows based on the Older Adults responses. We also presented testers with Open ended question option.
Carey Skelton is a registered dietitian with the Chautauqua County Office of the Aging Services. Chautauqua County Office is one of the other offices which use Blooming Health's services.
Chautauqua
Carey Skelton, Registered dietitian
Carey Skelton
Registered dietitian
Proficiency with technology in general
7 /10
Proficiency with creating surveys
8 /10
Power User
Power User
Victoria Lepore
Yonkers OFA
Victoria is a Office Manager | Corporation Counsel at City of Yonkers. She has done her bachelors degree in liberal arts and has been with City of Yonkers over 5 years.
Yonkers OFA
Victoria Lepore, Office Manager
Intermediate User
Proficiency with technology in general
7 /10
Proficiency with creating surveys
6 /10
Beginner User
Wendy Campbell, Family Services Supervisor
Merced County
Wendy Campbell is a program manager having 10+ years of experience at Merced County.M erced County is Human Services Agency situated in California and they are one of our major program centres with us.
Proficiency with technology in general
6 /10
Proficiency with creating surveys
4 /10
Legend
Performed With Ease
Expressed Complexity
Did Not Perform
Observations
We had total 6 testers, having 3 external users from our existing customer base and 3 internal testers, meaning our colleagues at Blooming Health. We divided this way so that we get an overall pool of insights on making and defining the best user experiences one can have for creating surveys.
Followed the ideal way of
following the context and task lists provided
Took a while to identify and get Conditional Formatting right in the first attempt
Had never used other
survey creation tools like Google Forms
Enabled open ended question option the right way.
(Meaning: All testers had enabled open ended option after defining the options.)
Followed the ideal way of
creating the form
Couldn't complete tasks
These testers were chosen carefully by their experience with creating surveys and proficiency of using technology in general. Based on the above, the testers were classified as Beginner, Intermediate and an Advanced user of the product based on the number of survey they have created in the past.
6/6
4/6
0/6
5/6
1/6
Conditional Branching
All the testers had a an issue enabling the open ended question as they created options for the question first and then enabled open ended option which is an error in the flow that we had to fix.
Have to click on Save each time
Had to search where is
Add Question button
Expected a pre populated
auto text for options
Took a while to review Task 2
How to create Open ended
Question
Took a while to enable
conditional branching
Why there is branching
provided even for Open Ended
A lot better than existing design
Missed to enable Open ended
option before actually creating one
Individual Pain Points
Had to create Open ended
Question again
Bigger Fonts
Hard to notice Open ended
before creating questions
Hard to see Question
Options
Bigger Fonts
Should be able to find
created survey list
No pre populated option text
Clicking Save button
everytime
Identifying task difficulty
not aware of
Conditional Branching
Had to re create Open ended
Question
Bigger Fonts
Bigger Fonts
Hard to identify Options
Clicking Save everytime
is annoying
Have to click Save
button everytime
Couldn't find where is the
Question 2 after scrolling
Hard to find Add question
button
The people who will be performing the task are given the following form flow. The flow consists of a conditional formatting where the respondent must be taken to a different question
SECTION 5
Redesign
Based on the usbaility testing feedback and assessing the pain points , the testers faced interacting with the prototype, A design brief was formed to create the styling for the design. We used the same color palette, typography and the guidelines from our existing design system.
Used Figma extensively to design the mockups and used the existing components from our design system's assets library. Currently our development team is working hard in developing the new UI based on the designs shared.
Color Pallette
Typography
#00A080
green900
black900
#FFFFFF
#FFFFFF Border 42%
#121212
#00A7F9
blue500
Aa
Ee
Rr
.
.
Roboto
Bold
100%
87%
60%
Medium
Regular
Roboto
Roboto
Before and After
BH Design System
When I joined Blooming Health. The legacy design file didn't have a streamlined workflow for the handoffs. Hence had to build design system from the scratch to streamline and define the handoffs between design and developer team.
Survey
Forms
FORM EDITOR REDESIGN