AEP CX Journey Dashboard

Timeline: Approximately 1.5 months (August 2018)
Team Makeup: 2 UX professionals, 8 user research participants

The AEP CX Journey Dashboard project aimed to enhance user experience through usability testing and design review, assessing dashboard and reporting “user-friendliness”. Following this, I provided user research insights and design recommendations to the CX Journey Dashboard team.

Usability Testing

Purpose

• Determine if users were aware of how their corporate bonus is related to analytics held within the dashboard reports

• Identify if users understood differences between reports contained within the dashboard

• Evaluate if users knew where they were within the dashboard (wayfinding)

• Pinpoint participant pain points and initial reactions

Research Approach

• Conducted 8 usability testing sessions with internal participants

• 45-minute sessions using a think-aloud protocol

• Sessions were video recorded as well as able to be viewed in real time (team members loved this!)

Task Creation

Tasks were developed to test wayfinding abilities of the user, comprehension of content, user capability to perform dashboard functions (ex. export reports) as well as meeting the test task objectives. 

Test Findings & Recommendations

Testing outcomes and recommendations were extensive. High and medium priority items were handed off to the CX Journey Dashboard team in-depth. The following feedback themes emerged from usability testing:

• Navigation: Overall difficulty with navigation and wayfinding.

• Context: Issues comprehending dashboard content. One example was having to put in extra effort to hover over “i-icons” to develop a basic understanding of the data displayed.

• Relevance: Apparent struggle to understand the dashboard relevance to employees. Lack of understanding between the influence of the dashboard data in relation to the users daily job.

• Graphs: Comprehension difficulty. Examples include; user knowledge gap in using filters, users experienced great strain when comprehending data displayed (leaning forward towards the screen), lack of understanding what data and graphs were indicative of.

• Exporting: Exporting reports was quite strenuous for participants, required some trial and error.

• Page Loading: loading time was long, much user patience was required.