Question Pool UX Study
Project Objectives
This is a project that began in January 2023 and is currently ongoing. Part of our plan for 2023 is to conduct multiple UX studies on existing features on our application. The goal of this study is to gain a full understanding of how the question pool feature works, who are the people that use it, why is it that they use it, and do they have any pain points or usability issues. Later in the year, we will redesign the feature as part of the ongoing process of improving our application.
The goals of the UX Study were:
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Pain Points: Identify any existing or potential pain points the user has with the feature
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Goal of the feature: To gain an understanding of the end goal of this feature
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Purpose: Is the existing feature meeting the goals and needs of the customer
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Opportunities: What can we take from these studies and bring to the new design
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Study Overview
Discovery
Stakeholder / User Interviews
Workshop
Journey map
Opportunities
Discovery
How does this feature work?
The purpose of question pools is to have a collection of questions readily available to be added to a test quickly. Questions can be added to a particular Question Pool when they are being created.
Who uses this feature?
Project Managers, the Implementation team when creating tests and questions
Stakeholder / User Interviews
The interviews took place over the course of 3 days for approximately 20 minutes per person and I had 5 participants in total. Some of the questions that were asked in the interviews are listed below:
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For a first time user, do you think a significant amount of training is required in order for the user to understand the process of creating questions?
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What do you believe are the most common problems a user has when creating taxonomies and question pools?
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What do you think about the current process of having to create a taxonomy first, followed by question pools before creating individual questions?
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Do you think that each of those features should be able to work independently of each other or do you think it makes sense for a taxonomy to be created before a question pool can be saved for example?
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If you could restructure the existing process of creating taxonomies and question pools, what would that process look like?
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Do you think that the taxonomy and question pool features are supporting the customers' needs currently?
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What improvements could be made to make taxonomies and Question Pools easier or better to use?
Workshop
Once I had completed the Stakeholder Interviews, I watched the videos back and took some notes on the points that were made. I then compiled the notes and I created a sticky note for each point that was made about the feature on the app mural. I scheduled a remote workshop with my colleague who was also working on another UX study related to the one I conducted. We had a 2 hour workshop and it was really productive. We spent some time reviewing the sticky notes I created and then began clustering / grouping similar points and once they were grouped, we gave them a title each. We then took each group and identified the pains v goals.
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Journey Mapping
Once we identified the problems and goals, we ended the workshop and we both worked on our own separate journey maps. My colleague worked on the journey map for the Taxonomy feature and I continued my work on Question Pools.
Opportunities
After completing the User Journey Map for Question Pool creation, I identified many opportunities that will improve the feature such as:
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The ability to search for and sort existing question pools by alphabetical and numerical order
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The option to save your progress in a 'Draft Mode' when creating question pools
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To have the flexibility to create question pools before a taxonomy
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If these improvements are made in the future, it will greatly enhance the usability of the feature and customer satisfaction.
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