During the research process of evaluating HelloGym’s website, our team was tasked with analyzing the overall performance and usability of the software. We first performed a cognitive walkthrough to address the following for each action/task: will the user achieve the intended outcome, is the correct action visible, is there a clear connection between the control and resulting action and is there sufficient feedback? The cognitive walkthrough granted us a foundation to frame our contextual inquiry. After mapping out the key goals we conducted a contextual inquiry with participants, having them walk through six tasks and asking questions after the completion of each task. Members of our team took notes during each interview as well as screenshots and recordings. 

Following the contextual inquiries, our next step was to organize our findings by use of affinity diagramming to find trends users had during each task. The contextual inquiries with a total of four HelloGym users revealed these key findings:

• The Lead Metric feature can present inaccuracies as it does not have a filter for calls (leads, current customers, and spam calls)

• When listening to a specific phone call in the Call History feature users are not able to  view the phone number the phone call was received from 

• While listening to voicemails users are not able to view the phone number the voicemail was received from 

• Users had issues with employees not being listed in alphabetical or positional order  in the Contact feature

• Users felt the sidebar in the Contact and Settings feature could be removed or better structured 

• The overall interface could allow users to have fewer clicks when trying to navigate the software

• Users felt the language and order used in settings should be adjusted 

  • Contacts should be changed to Staff, Users, or Employees

This led me to focus on two pertinent problem points, the refinement of the Voicemail feature and the Contact Page. I modified the sidebar on the Contact Page, changed the name of the page from Contact to Employees, added a dropdown under each role, and added a modal screen that lists the lead(s)/customer(s) phone number when the play button on the voicemail page is selected.     

I created sketches for my app which allow the components. I pulled key points from the contextual inquiries of the most important pain points of the design. I then designed multiple updates to two functions in the prototype. First is the original sidebar on the Employee (formerly the Contact) page. The sidebar was modified to be a slide-in and out sidebar along with a signifier that indicates to users where the function is located. This alleviated the site of space and allowed the Employee list to display wider on the screen. This was done based on the feedback the participants gave that the sidebar feature could be removed or better structured. The name of the Contact dropdown was also changed to Employee across all pages to better represent who the individuals are. The final modification for this page was a dropdown under each role which allows the participants to view what each role means and the functions they allow. One participant mentioned that they did not know what certain roles meant when adding new employees. I focused on utilizing the original color palette from HelloGym to create consistency for users when viewing the page as well as keeping the interface as similar as possible to the original interface creating familiarity.  

Next, I prototyped a modal on the Voicemail page that lists the lead(s)/customer(s) phone number when the play button is selected. Participants can also click on the (x) button to easily exit a voicemail rather than exiting a pop-up tab. This is a simple update that saves users from having to click through multiple pages or click back to view each lead(s)/customer(s) phone number. I wanted to design a function that allowed users fewer clicks while navigating the Voicemail page.  

In the future, I would like to expand on the Voicemail feature. I want to add options once the modal is displayed in the kebab menu that allows users to add notes while listening to a voicemail, archive/delete voicemails from that screen as well as mark the importance of the voicemail. This speaks to the elimination of clicks when navigating the voicemail feature for users and furthers the goal of HelloGym’s software to improve customer service and expand their client base, without hiring additional staff.