Small business owners, and freelancers need expert advice from industry-specific experts—allowing them to field quick, viable solutions to various business-related questions they are less skilled at tackling.
• Increased "find expert" success from 60% up to 100% • User need for the learning track feature needs additional research • 90% of user comments revealed a positive experience with overall flows saying, "Oh, I liked that, it was really easy to do".
Research
Using a combination of research methods, pain points, motivations, frequently used tools, and workplace knowledge gaps for users were discovered to help determine the level of need for a mentor-type service.
Discovered Needs
User needs that surfaced were: 1) Desire for recurring, professional, project-based advice 2) A preference for personable interactions via video or chat messaging
Create User Personas, Journeys and Flows
After compiling and analyzing the data from user interviews, 2 primary personas were created each with their respective journeys and flows.
Design, Test & Iterate
Once the initial site map was created, a card sort was conducted to assess and refine the site architecture from the user's perspective. Design iteration began with low-fidelity wireframes and paper prototypes. As the design transitioned into mid-fidelity wireframes and a digital prototype, it was time to test again. In-person testing revealed some key issues within the one key flow and its functionality.
Key Findings from Usability Testing
1) Confusion around the word "coach" 2) Issues with scheduling on the calendar 3) Duplicate navigation function caused confusion 4) One flow went outside the scope of phase 1
Refining the Calendar
The calendar / scheduling was a particular challenge the following steps were taken to improve it: • Improve visibility of elements—allow access to user's schedule • Reduce number of clicks • Simplify date/time toggling • Tighten UI elements to reduce overlap of modals • Created an "add files" function when scheduling meetings
Addressing Issues in the Navigation
Testing revealed a duplication of navigation that caused user's to ask "I already did this, why would I do it another way?". Refinements included the following results: • 100% success in "finding expert"—simplified by eliminating extra flow • Revisited design plan—realiging with phased launch requirements • Discovered a "file exchange" solution after reviewing personas/journeys • Created a more robust "expert search questionnaire"
A/B Tests on UI Spash Screen
A preference test was conducted comparing an illustrative vs. a photographic splash screen design. Results were statistically inconclusive at 55%.
User Findings
User's wanted visuals to feel inclusive, cooperative, and community-oriented. Since the illustrated version received 55% of the vote, the determination was made to move forward with the illustration and adjust colors to enhance feelings of engagement andinclusivity.
Final Result
The goal of the Mentor Me app was to connect business professionals to industry-specific experts, enabling them to solve project-based problems. User interviews, revealed that professionals and small businesses want a way to connect with knowledgeable experts for advice on specific workplace challenges. A/B tests revealed that user's wanted an expert app to have: a simple interface with a friendly and trustworthy look.
During user testing, a few participants commented on the ease of flow within certain portions of the app's functionality. This feedback, helped inform functionality issues that emerged in other features during testing, resulting in simplified user flows. Splash screen A/B preference testing revealed a user desire for the app to feel inclusive, which reinforced the initial goal for a friendly and trustworthy experience. Now the app connects mentor to mentee in a friendly, easy-to-use way
Next Steps
1) Move into phase 2 of the design plan, adding functionality and adapting designs to tablet screens. Continue testing. 2) Research interest and viability of an enterprise option for medium-to-large corporations. 3) Interview more users to validate phase 3's desktop version. 4) Research user need for a learning track feature—early user research showed interest in such a track, while others expressed a desire to share files, which exists in the mobile flow already.
