Problem - 1
Most of the user find difficulty in answering the question based on the condition
Ideation
Brainstorming
1) Technical recommendation :
Dynamically display questions
2) Business process related:
Revisit question list and update to latest
process
3) User perspective suggestions:
Do not want to see unwanted questions,
Avoid typing questions,
To see recommended suggestions/next steps to customer/user
Outcome
Use condition based question/forms
Enables user views question/forms related to previous response
Benefits
Reduces user's cognitive energy
Avoids user referring to documents for next question
Reduces screen clutter and visual noise
Reduces time spent for form completion
Reduces back and forth navigation
Starting the design
Collected documents and manuals of different branches of the questions and relevant fields
Collaborated with Business SME for conceptual knowledge
Created flow diagram along with Business Analyst and walked through with stakeholder for updates/confirmation
Wireframes
Created mockups using Sketch
Wireframes - Desktop
Usability study findings
Conducted usability testing with the mockup using focussed group at the initial stage for user perspective and business perspective five feedback.
User Feedback
User expressed non clarity on the statements/questions
User wants to view group of related questions than viewing one by one so that they can comprehend the details to the customer
Method
Remote Testing
Moderated
Invision - collaborative tool
Next iteration
Based on the user feedback and observations from the usability findings
1) Questions and statements were revisited and rephrased.
2) Categorized the question together
Accessibility considerations
1. Color contrast
The choice of color combinations are aligned with WCAG color contrast ratio this enables the users who are vision impaired partially to read the content
2. Screen readers
All icons and images contains alt-text to enable the vision impaired user understand the content through on screen readers
3. Navigation
Used icons for better navigation and detailed pictures for visual representation of the cakes