The design team successfully delivered the new onboarding and dashboard for the ENTER environment. Later iterations were made to improve the course overview, course detail page and mobile app. Every iteration based on feedback resulted in a better opinion from different stakeholders.
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ENTER is a personal training and instruction platform by Sitech Services. Part of Chemelot, a big industrial complex in the Netherlands.
To be able to enter a factory at the Chemelot terrain a worker needs to gain a certain kind of safety certificate by completing courses to get access and be able to enter the factory. Before ENTER the lines at the gates were very long because all courses had to be done at the gates.
Deliver the next iteration of the ENTER environment with a special focus on onboarding and dashboard. ENTER is a Software As A Service product so by doing a lot of research we tried to create the next step of ENTER and iterate.
Problem & needs
To be able to enter a factory at the Chemelot terrain a worker needs to gain a certain kind of safety certificate by completing courses to get access and be able to enter the factory. Before ENTER the lines at the gates were very long because all courses had to be done at the gates. With ENTER they were able to reduce the lines so workers were able to do the instructions online. Thus reducing time and costs. We, as the design team, were tasked to improve the onboarding and dashboard itself. Biggest challenge was the specific target audience. Many target audience members were hardly digital knowledgeable which required a special user-focused approach and create a vision of what ENTER should be as a Software As A Service.
Project management
After the initial briefing and at the start of project we did project management like planning, timeline etc.
Interviews
We, as the design team, did a lot of stakeholder and target group interviews to get a better understanding of stakeholder expectations and user groups. Not only the user group itself needed to be taken into consideration but also user groups that are indirectly in contact with these groups that are all part of their own user journey. We went on location where the work and manual instructions take place. We also had interviews with business stakeholders there, had interviews with people at the gate and everybody involved.
Persona's
Based on all the interviews we created several persona's. The persona's started vague and became more tangable as the research went on. It was a diverse set of users, a complex physical environment, social interactions, regional differences and an ecosystem. These persona's have been helpful throughout the project as a reminder of who your designing for. The persona's also made it clear what user groups will be targeted with the product and which user groups are less relevant for the product at the moment.
Business model canvas
Based on the interviews with the business stakeholders a business model canvas was created to get a better understanding of the business decisions even though as UX Designers we tend to focus more on the end user side of things. Both of these sides need to come together in the product.
Workshop with team
To share our progress, deliverables and get input from the team we organized a workshop to create project focus, consensus and buy-in. We went through the whole process thus far and shared our insights. With a Miro template we created a template to decide what would and would not have priority on the Jira board. This was based on user value. The team thought this was very valuable in deciding on what to work on next and created better team consensus.
Lean UX Canvas
To have been able to uncover the why of things we think we need to do, learn from sprints and go from output to results we, as a team, used the Lean UX Canvas to create hyoptheses. These hypotheses were put on the Hypothesis Prioritization Canvas. This gave the team a clear direction what every member should work on.
User testing (prototype)
After several iterations of lo-fi wireframes, the design team created hi-fi designs to user test these with actual users. Through contacts we got in touch with them and we could sit together with them near their workplace. With a working prototype on our mobile phone and a microphone we gave them tasks to complete and record their actions while they were going through the prototypes.
Because we had some extra time we did an extra iteration to offer end users during the user test an better idea of the UI.
Some design directions/decisions:
Handover
The user feedback was processed, prioritized and translated into the next iteration of the design. The final design was prepped for development so they were able to start. To make this more easy for development to process, we cut everything to pieces to make it more digestible for development. This was also due to the need for a more MVP version of the concept.
2nd fase - Redesign
Dashboard
Once the newly developed dashboard was online user feedback started to come in. Feedback was used to improve the dashboard. Next to improvements we also started to implement new functionalities like a scheduler to schedule offline courses, give the option to the user to off board and make improvements to the courses itself based on a usability review. These improvements include logic jumps.
App
Because the online environment got a complete overhaul, the app needed to be in sync with the web environment so the app got a redesign. But before this the app got a usability review. Improvements that wouldn't affect the design of the app in a big way were made. Also new features were integrated into the app.
Zero- and continued measurements
To measure improvement of all our solutions the idea was to have a zero measurement and periodically have a moment of measurement to see if changes are taking effect. Several sources of information were collected to measure the effect like e-mail tool, helpdesk and Google Analytics. I setup a template to fill in several point intervals to see if improvements on the platform were having effect.
