Aspirion
In my role as the lead designer for Aspirion's Compass internal application, I spearheaded a thorough redesign of the note feature to streamline user workflows and improve efficiency. Compass, a RCM system with record-keeping capabilities, posed a challenge due to its inefficient note-taking functionality, leading to considerable time consumption and decreased productivity.
Through extensive research, including user interviews and shadow sessions, it became evident that the existing note feature significantly impeded user efficiency, requiring over eight minutes to complete a single task. Users expressed frustration with the cumbersome process of writing and accessing notes, highlighting the need for a redesign to enhance usability and readability.
Focused on employing typographic principles promoting speed reading, redesigning the note feature as static, and introducing templates.
Research Collected qualitative and quantitative data via surveys and shadow sessions
Discovery Aligned with business goals and set KPIs, map flows
Prototype solutions Analyze findings ideate solutions
Test
User Research
User Interviews
Journey Mapping
Sketching
Wireframing
Screen Flows
Visual Design
Interaction Design
Timeline: 16 Weeks
Research
The original design of the note was a pop-up module that the user would evoke at the beginning of them working the account and continuously move about interacting with the information. While conducting interviews, I noticed that the module sometimes covered needed information. The user was also using Microsoft sticky notes to copy and paste their own templates, creating a note in the module.
Here is what some interviewers had to say:
"I like that I can move the note to look at different fields, but sometimes I lose where it is."
Cinthia Mackey
"It took me forever to find how to prop it open and it was not easy to remember"
Larry MacNarmin
"Sometimes when you move the note box too much or too fast or too something it just disapears, and you have to start all over again"
Felicia Sanders
Discovery
It was crucial for us to gauge the effectiveness of our efforts and determine the impact of the redesigned note feature within the Compass internal application. To achieve this, we identified key performance indicators (KPIs) that provide valuable insights into the performance and user reception of the feature. By tracking these KPIs, we aim to measure the success of the redesigned note feature, identify areas for improvement, and optimize its functionality based on user feedback and usage data. developed a framework that encompassed vital dimensions such as time, ease, and accuracy.
Goal
Note-Taking Time
Note comprehension
User Satisfaction
Task Success Rate
Error Rate
Template adoption Rate
Alert
Uninterrupted time
Time frame
Stress, satisfaction
Notes posted
System errors
Templates used
Metric
Estimated time
From account opening to commencing work
Analyst satisfaction
Percentage %
Percentage %
Percentage %
The Redesign
The user will be able to find the information faster and leave a note with fewer clicks. Getting away form infinite scroll and loading a number of notes at a time will spead the system and improve load times.
Note Reading & Writing
Making the date more visible and moving it to the top of the note will save the analyst time in searching for the right note.
- External note colorCurrently, the external note color is green. Green has the highest contrast with the background from other used colors. Iit makes sense to be reserve for buttons.
- Characters/lineTapping the characters per line to 45 will improve legibility and readability. Easy for vertical reading. Always showing the full lenght of the note.
- Load 7 external notesCurrantly the user will only scroll down and look at an average of four external notes. Loading only seven external note at a time with the ability to load more will speed up Compass account load time.
Throu research we found out that the user moves the note a lot in order to get accesss to different content and often leaves it off screen.
- Note is verticalTo fit better different templates the note windol was redesign verticaly.
- TemplatesThe note window was redesign vertically to fit better different templates,
Templates
Moving from status to status, the user must complete specific known steps. So it only made sense to note templates to be attached to the bill statuses. Clicking on the bill(s) carrot opens up the note feature. Click away on the below prototype.
Usability Testing
Objectives
As the designer leading the usability testing for the redesigned note feature in the Compass internal application, our objectives were clear: assess how the redesign enhanced readability, usability, and intuitiveness to improve overall user experience. We engaged 32 diverse participants, including newly hired employees and seasoned veterans, in various tasks like reviewing, creating, and applying note templates. Through moderated usability testing, we observed interactions with the redesigned feature in real time, gathering both quantitative and qualitative data.
Feedback
We gathered both quantitative and qualitative data during the usability testing process. This included tracking metrics such as task completion rates and time on task, as well as capturing user comments, observations, and concerns. Additionally, we conducted a post-test survey to gain further insight into user satisfaction and preferences.
Results
We conducted a comprehensive analysis by comparing success rates, heat maps, and task completion times. Additionally, affinity mapping was utilized to discern patterns and trends, providing valuable insights into the effectiveness of the redesign.
Key Findings
We conducted usability testing with diverse participants, considering their experience with Compass and varying roles within the organization. A total of 32 individuals participated in the testing sessions. This group included newly hired employees with less than six months of experience and seasoned veterans with over four years of experience using Compass.
1. Note reading and comprehension times improved by 37%
2. Note completion speed time by 22%
3. Users appreciate the enhanced intuitiveness and functionality of the redesign. Additionally, there's recognition that certain design elements align with conventions observed in Epic's system, further validating the effectiveness of familiar interface patterns.
4. Frustrations with terminology discrepancies across teams underscore the importance of clarity in communication. Testing revealed confusion around specific terms, emphasizing the need for consistent language for improved user experiences.
Impact on Design
We engaged a UX writer to address vocabulary discrepancies among our diverse teams, essential as we integrate individuals from various backgrounds and recently acquired companies. This fosters clear communication and usability by harmonizing terminology across the board.
Conclusion
In conclusion, the note usability test in Compass underscored several key principles essential for effective product design. These include the importance of clear communication, a user-centric approach, continuous iteration, and collaborative efforts. By prioritizing user needs, harmonizing terminology, and involving cross-functional teams, we can create intuitive and user-friendly interfaces that meet user expectations and drive business success. Moving forward, we will continue to iterate on our designs, gather user feedback, and refine our processes to deliver exceptional user experiences.