Time | April ‘14 - Nov. ‘16
Role | UX Designer, Product Tester, Data Entry
Team | Operations Director, Project Lead Engineer, Content Marketer
Transforming User Experience and Efficiency: Streamlining Error Messaging for CareZone's Mobile App
At CareZone, I spearheaded a transformative initiative to enhance the user experience and operational efficiency by addressing prolonged wait times associated with data entry for medication information on the mobile app. As a contractor collaborating with the system operations team, my multifaceted role encompassed UX design, data analysis, and product enhancement.
Challenge
When I commenced my contract, CareZone was transitioning from manual data entry by contractors to an automated process for inputting medication information from user-submitted photos. However, during this transition phase, users experienced extended wait times of up to an hour before their information appeared in the app.
Approach
I collaborated closely with the System Operations Director, identifying that the lengthy wait times stemmed from issues in the data entry process. I delved into the system's intricacies, working hands-on with data entry contractors to understand their workflow and challenges.
Insights and Actions
Identifying a bottleneck, I discovered that data entry contractors faced difficulties in capturing information from certain user-submitted photos, leading to time-consuming error documentation and increased wait times. Recognizing the recurring usability issues, I devised a streamlined solution.
Data-Driven Solution
I established a systematic approach by creating a tracking mechanism for common issues encountered during data entry. Each issue was cataloged with a unique two-letter code for efficient notation, allowing for easy identification and analysis.
Proposal and Implementation
Presenting my comprehensive findings and a well-defined design proposal to the Systems Operation Director and an engineer, I recommended a simple yet impactful change—a dropdown menu integrated with predefined error codes. Upon selection, these codes triggered pre-written messages tailored to specific errors, expediting the error reporting process and eliminating the need for manual message composition.
Results and Impact
Collaborating with CareZone's Content Marketer, I revamped the error messaging to provide users with clear explanations for photo rejections and offered actionable tips for future submissions. This swift implementation led to a significant reduction in user wait times and enhanced user satisfaction.
Key Takeaways and Achievements
Through this project, I gained invaluable experience in joining a project midway, harnessing large datasets to create efficient error codes, and crafting impactful user-centric messaging. My efforts not only optimized the app's functionality but also demonstrated my ability to swiftly identify issues and implement effective solutions, resulting in a marked enhancement in user experience metrics.
This endeavor exemplifies my proficiency in UX design, data analysis, and problem-solving, showcasing my capacity to drive meaningful improvements in user-facing systems while aligning with organizational goals.