Oxygen, is a Survey Management Platform used to create projects for multiple countries & target audience. It is part of many other tools that are integrated together in an environment. I lead the design efforts to build 3 systems within this environment.
For the sake of simplicity, i will limit the scope of this case study to only 1 project, Oxygen.
Client Name
Kantar
Date
2021-2024
Scope of Work
Product Design, Website Design
Collaborated With
Software Developers, Product Manager, and Product Owner
The Context & Objective
Oxygen, is a Survey Management Platform used to create projects for multiple countries & target audience. It is part of many other tools that are integrated together in an environment. I lead the design efforts to build 3 systems within this environment.
For the sake of simplicity, i will limit the scope of this case study to only 1 project, Oxygen.
And to better understand the project, an illustration speaks a thousand words.
The Problems
Multiple Software Integration There were roughly up to 10 software applications (both internal and external) working together to complete the user journey.
Complex and Unstructured User Journey The user journey itself was very complex, not well defined, and unstructured.
Difficult Navigation The system(s) in themselves are EXTREMELY hard to navigate (my eyes still hurt 😢).
Lack of Awareness The PMs and the users were unaware of some of the tools that the teams were using.
Manual Processes A lot of those processes were manual and had very high error margins.
The Outcome
Results and Impact
A unified platform that consolidates all essential tools into a single interface. This integration minimized the need for switching between different applications, streamlining the workflow and reducing complexity.
Conducted thorough user research to map out the entire user journey. Created detailed user personas and scenarios to understand pain points and requirements. Developed a structured, step-by-step user journey with clear milestones and checkpoints to guide users through the process efficiently.
Undertook a comprehensive usability testing phase to identify specific navigation challenges. Redesigned the user interface to be more intuitive, employing best practices in UX design. Added clear labels, logical grouping of functions, and a more consistent design language to improve overall system usability.
Organized regular training sessions and workshops to ensure all stakeholders were familiar with the available tools and their functionalities. Created comprehensive documentation and quick-reference guides. Established a knowledge-sharing platform where team members could exchange tips and best practices.
Identified key areas where automation could be implemented to reduce manual intervention. Developed automated workflows using RPA (Robotic Process Automation) tools to handle repetitive tasks. Implemented validation rules and error-checking mechanisms to minimize the possibility of human error, thereby increasing accuracy and efficiency.
Key Learnings:
Constraints shouldn’t limit you I had a lot of technical feasibility constraints from the API’s that were available to the tools that were being used. However, I made sure that the solution was focused on the main problems, regardless of the technical capabilities.
A Rapid prototyping session is worth a thousand meetings It is hard to share complex ideas without visualization. By leading all the meetings through proper prototyping workshops, we were able to save a lot of time and energy. However, I only adopted this a month into the project, so it would’ve been ideal if I started from the very beginning. Lesson learned for my next project :D.
The Art of listening Working with the absolute experts on the systems I was trying to fix helped me learn how to be a better listener. It also helped me ask the right questions. Also watching my recorded meetings to document and take themes and insights in every project is a self retrospective where I always learn when to listen and when to ask.
Measure twice, cut once It is true that you need to think a lot about the problem before you reach your solution, but this often leads to paralysis analysis. I figured that creating something fast and then drafting many iterations is far better than sitting idly waiting for a solution to come down.