PROCESS
Quality Program
Disclaimer: All designs presented were either designed by myself or in collaboration with designers under my direction. Due to company’s confidentiality, the actual details of my work can’t be disclosed.
My role:
As a UX/UI Lead, I focus on improving the quality of our product to enhance user satisfaction and business value. The “Quality Program” is a process that I implemented in our team and later on, led the process in the entire UX guild (i.e, presented it to the guild and drove the adoption process by training and mentoring 200 UXers).
What is the Quality Program?
The Quality Program is a process that aims to release a lot of small UX improvements in the product that can bring significant value to our users and the success they have in building their site.
Low effort = Huge value
The slides from the presentation to the UX guild about the Quality Program.
Examples of a/b tests following the Quality Program:
It was hard for developers to investigate the real-time logs through a modal that opened on top of the log list while new logs were continuously being added. So, we changed the view of the log details, which allows developers to analyze logs more efficiently.
Since we noticed in FullStory that users have disorientation when navigating between dev tools via the "Business Manager" we updated the sidebar navigation and moved all the dev tools into one place. This change increased dramatically the exposure of dev tools in the "Business Manager".
Users wanted to test their sites before deploying them but accidentally pressed the publish button. To address this, we repositioned the buttons, slightly changed the behavior for Dev Mode users, and made the text more descriptive.
Shift from generic illustrations to more descriptive illustrations.
Since we noticed that new users scan the entire editor to figure out to test the backend function, we updated the design - a really small update. This change led to a nice uplift of users who click the play button and of users who actually run the tested function.
To increase the discoverability of tools for developers in the "Business Manger" from the "Editor", we updated the tools tab. This change led to a nice uplift of users who connect to Google Operations and users who managed to preview Site Events and other tools.
Outcomes
In addition to achieving positive quantitative results on our KPIs, we received great qualitative feedback from users.
Retrospective:
In this project, I saw the benefits of proactive UX design. Most importantly, our management saw the impact of proactive UX design. This was a big leap for the UX in the organization and gave us the green light to work on 3 iterations of the Quality Program. And as planned, we saw an increase in user satisfaction and business value driven by our features.
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