CASE - 2023
Prevention of irreversible actions
Prioritizing user experience optimization when "Ctrl+Z" might not be possible
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Project Objective: Develop an interaction solution to prevent the recurring occurrence of a critical error identified through user behavior analysis while interacting with the system.
Solution: Through behavioral analysis and the application of design principles, we identified and corrected various system flaws, implementing a solution that divides the screen into stages and reserves a dedicated button to prevent critical errors.
My Role: Briefing; Mapping, Behavioral Analysis; Interview; Prototyping and Usability Testing.
Execution Time: 1 month
Involved Team: Product Team, Tech
KPI: Reduce IT support ticket openings by 50%
How to develop an interaction solution that prevents the recurring occurrence of a critical error identified through user behavior analysis?
Context:
Tasks Developed:
A high rate of operational errors occurred in the company's tax system, resulting in significant financial losses due to the irreversibility of issued tax invoices. The analysis and ideation phase highlighted the problem to be addressed in the platform's interaction solution phase, revealing various hierarchy and usability issues in the system interface.
User opinion: Users encountered various issues with the platform, including bugs and interaction issues. However, the most impactful pain point was the inability to undo an action that caused losses for the company.
After mapping the process and conducting behavioral analysis and interviews, various areas for improvement were identified in the platform, from bugs to usability flaws. This resulted in a detailed report that formed the backlog for the product and technology teams in the upcoming iterations.
Analyzing the system pages through design principles was essential. Following Nielsen's heuristics, error prevention involves actions that eliminate error-prone conditions or provide checks and confirmation options before users execute a critical action.
Conclusion:
The adopted solution divided the single screen into two with a waiting screen between each step, following the physical order of activities performed by users. The primary button was reserved exclusively for the final step, thus avoiding any potential harm to the company.
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Briefing
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Mapping and Scripting
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Behavioral Analysis
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Interview
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Nielsen's Heuristic Analysis
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Hierarchy Study
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Wireframing
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Prototyping
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Usability Testing
The discovery highlighted various areas for improvement in the platform, resulting in a detailed report that served as the backlog for the product and technology teams in the upcoming iterations. After implementing the adopted interaction solution, a 100% success rate was achieved, demonstrating effectiveness in preventing recurring critical errors.