Self Service
is a webapp to launch and manage marketing campaigns.
Overview
Self service portal is a software designed for the purpose of campaign management. Provides a tools to create fast and easy flowcharts, queries, group of audiences and track performance of your campaigns.
Project constrains
- Users must be able to easily create queries every time they run a campaign
- Users must be able to trigger campaigns and deliver information to Watson cloud
- Users must be able to get the database of audience 24/7
Customer experience goals
- Reduce the time in the process of creating a campaign and obtaining the information of the audiences, as well
- Automating the campaigns by seasons during the year.
- Build flowchart, edit and expand them without having to write a line of code
- Making the use of the tool easy and accessible for everyone
What i did
- Stakeholder interview
- User interviews
- Setting goals and objectives
- Persona
- Scenarios
- User journey
- User flow
- Site map
- Creating wireframes
- Low fidelity prototypes
- High fidelity prototypes
- Interactive demo presentations
- Competitive analysis
Discovery research / Findings
- Some users have no knowledge of how to create and execute a query for a campaign
- Users perform manual processes that take a long time and have dependencies and blocks when obtaining information from other people in order to start planning and executing a campaign
- Users have delays when launching campaigns due to late fetching from the audience database
- the staff providing the audience databases is limited and the workload causes not being able to quickly deliver the databases in the campaigns on time
- Some campaigns cannot be launched due to delays.
- spend more time to get the clients data base
- constantly change the delivery date of campaigns
- late sending campaigns
- Users have to transfer the data of a campaign between two platforms in order to create a campaign, they would prefer to do everything within one.
- users use IBM CAMPAIGN, but it costs to use, and needs training to be used
Competitive analysis
Findings
I conducted a competitive analysis to methodically identify redundancies + opportunities. Our competitors had:
- Button actions are hidden and hard to find
- User experience is confusing, unclear
- The interface design lacks a hierarchy of information and contrasts
- Creating queries requires specialized knowledge
- The use of the tool requires prior training, so it is not very intuitive for users who do not have knowledge
- Lacks step guides for new users
- Access to the platform exclusively for payment
- Expand your operation and tools requires a more expensive investment
- Does not have different user profiles
- Lacks consistency between components and easy recognition
Affinity Diagram
Affinity diagram helps me to gather large amounts of data and organize them into groups and themes based on their relationships. This process is a good resource in order to group data gathered during research or ideas generated during Brainstorms
Synthesis
Having our research and information i synthesized information Creating persona in order to know the person who is going to use our product and next to the team we start to write the ideas we consider should have our development
Persona
Persona are fictional characters wich was created on our research in order to represent our user. Persona help us to understand user needs, experiences, behavior and goals
User Journey Map
The user journey map allowed me to visualize the process that a person goes through in order to accomplish a goal in this case the process the person goes through to create a campaign
Guiding Principles
users have to send various campaigns and recurrently according to the 12 months of the year
users have to plan in some way when they are going to launch a campaign and according to any promotion that exists or special day
users have to generate more traffic and sales with the campaigns that are created
Users have to create very precise campaigns quickly and efficiently because more than one is required in a month
Customer Journey
Scenarios
User scenarios help to show how users might act to achieve a goal in a system or environment. Make me understand users motivations, needs, barries and more in the context of how they would use a design app, and to help ideate, iterate and usability-test optimal solutions. In this case we have 2 scenarios
User wants to create a campaign
User wants to search and reschedule and a campaign created
Design
Having synthesis i could start to translate our research on flows, screens, structure, visuals, and prototypes
Site Map
I created a site map that helps to plan out our website. Contain all the pages and shows how the user acces and include all the subpages
User Flow
I created a user flow that takes them from their entry point through a set of steps to a successful outcome and final action
Sketch
With a paper prototype, We could test early design ideas at extremely cost. We fixed problems before to start the wireframe process. This is the first approach to the problem that allowed me to change and define the user interface architecture
Wireframes
Wireframing as low-fidelity prototyping allowed rapid iterative in order to usability test and get insight early and get problems early
Testing findings
- Users need to link an offer to a campaign anytime
- Users need to organize each campaign in different folders to avoid confusion
- Users have to be able to load their own database to be able to use it in the flowchart
- Users must be able to modify a flowchart once it is created
- Users use in the flowchart requires only, selection, segment functions and models
Mockup high fidelity
is an integral part of the design process, it allows us to turn a vision into something tangible in order to test our hypothesis with real users. Also allows experimenting and explore various approaches to an idea before selecting the one that is most valuable both from a business and user standpoint. The goal is to ensure that their product satisfies the user`s needs. Prototyping allows us to explore and validate ideas before investing too many resources
