Expertly Design Profile

Background

Problem Statement

Creating an app that allows someone to ask an expert in a specific field a question that will allow people to solve problems and expand their knowledge about a given topic. We’ll know this is true by the number of first-time users, along with repeat users.

Potential Solutions

+ A wide range of experts

+ Upfront question response time so questioners know when they’ll receive an answer

+ Posting expert bios and CV’s so questioners can choose who they ask and also know who they are communicating with

+ Notifications of experts who are online at the time the question is asked so people can direct their question to them if they’d like

+ A range of methods to ask questions - chat, email, email with attachments, video calls

+ A rating system to flag correct answers

Understanding the User

Research Goals

+ Identify potential users online habits

+ Identify why users prefer some site over others - pain points along with positive aspects

+ Identify peoples triggers when deeming a site useful, trustworthy and credible

Research Methods

User surveys, user interviews, analytics review.

I began with a user survey followed by user interviews to gather information. The user surveys allowed me to better understand users habits along with their wants, needs, and expectations. User interviews helped me to further understand what a user looks for when they need expert advice.

User Interview Summary

+ The interviews went well. I was able to talk to people covering a 15 year age difference, which was helpful.

+ I learned that all of my interviewees had needed expert advice at one point or another and used a variety of methods to find an answer.

+ Although there were different methods used to find the answer or information they were looking for there are also some overlaps in methods they’ve used when searching online.

+ I also learned about their frustrations with information they’ve found and what they consider credible advice.

Interview 1 - Jason, 40, Executive Chef

When you seek advice or expert information what makes you feel comfortable that the person giving you the information is credible?

" Usually involved professionally in the eld of the information that I’m seeking. Professional expertise, accreditation, degrees "

Interview 2 - Laurie, 48, Financial Services Assistant
Financial Services AssistantHave there been situations when you needed expert advice or guidance?
“ Yeah - car repairs and some house repairs mainly “

Interview 3 - Tyanna, 32, Financial Planner

What features are or would be the most useful to you when using an expert advice website?
“ Not spending a ton of time looking for an answer, knowing that the information was correct and fit my problem “

User Personas

User personas were formed after user surveys and interviews. A common needs for users was a focus on time sensitivity.

Journey Maps

Journey maps were created to further understand the user and their thoughts and emotions and to highlight opportunities.

User Flows

Using the research I created our personas paths to complete tasks within the app illustrating the users entry point to the final action.

Building

Wireframes

The first iterations were low fidelity, rapid wireframe sketches using the user flows and journey maps.

Low to Mid Fidelity Wireframes

Account creation and log in

Account creation

Searching for and messaging a chosen expert

New user on boarding

Usability Testing

Usability tests were conducted with 6 participants ranging in age from 30 to 59.

The goal of the study was to assess the learnability of new users using the mobile app for the first time on a mobile device. We measured users understanding of the app, along with the value they see in the app. We also measured the users experience when creating an account, searching for an expert, and messaging a chosen expert.

Highest priority usability issues identified and suggested changes

+ Issue 1: Didn't know who the expert or the user were in the messaging replies

Suggested Change: Add text and information below experts profile picture that carries throughout interaction

Evidence: Testers expressed frustration that the expert wasn’t clearly labeled throughout the interaction and lost track of which text boxes were questions being asked by the user and responses from the expert.

+ Issue 2: The message says Your Answers but the button says My Answers - which is it?

Suggested Change: Edit message confirmation text to match button

Evidence: Several testers were confused by the difference in direction being given to them to do the same function. Editing the text in the confirmation message to match the button will eliminate the mixed message for users.

Style Guide