An app that processes million of images from a swallowed pill that takes pictures as it travel through the GI-Track

My Role UX Architect | Team Size 1 | Technology Angular JS | Client HCLTech for Olympus | Duration 6 Months | Year 2016

Challenges

• Data gathering and conducting research in Japan with language & cultural barierers.
• No scope for rectifying errors and adopting a waterfall approach to adhere strict timelines due to fixed-price project.
• High expectations and high visibility from HCLTech since Olympus was their new potential customer.
• Coordinating and conducting UTs with 13 participants, along with two Japanese translators in a weeks time.
• Owning, presenting solution to Olympus leadership in Japan and managing project single handed

Problem Statement

• Not enough documentation available with clients on the legacy application
• Conducting User Research in multiple Geographies
• Unavailability of Product owners and stakeholders to offshore teams when required
• Cultural awareness in recruiting participants
• Coordination and communication challenges relating to feedback on design and deliverables

The Impact

• Decrease in cognitive load of the users by 20%
  • Engagement goals were identified through User Research and strategized for measuring iteratively through formative and summative usability testing.
  • Presented insights through evidential steps in reducing the cognitive load of users there by increasing the efficiency.
  • The improved designs were scalable and compatible with future ready iterations
• Optimized workflow by waste removal there by increasing the efficiency
  • The workflow was optimized from 6 tabs to 4 tabs with unnecessary contents removed. 
  • Enhanced the overall user experience from patient case driven to users task driven by optimizing the information architecture.
  • Newer ideas as tools were suggested apart from the committed deliverables.
• Responsive and scalable design to accommodate multiple languages
  • The requirement was a desktop application but during the user research it was identified that the users want to use the application over a tablet too. So scalable designs were created to accommodate the users need.
  • Overall designs were simple and aesthetically enhanced for medical context.
• Responsive and scalable design to accommodate multiple languages
• Detailed user research that lead to improved visibility of the future road map
  • User research activities were conducted with various departments within the organization to highlight operational silos and tasks.
  • Competitive benchmarking proved to create a differentiator in identifying product strengths and weakness related to client end user solutions.
  • Facilitated workshops as part of user research within the organization which was well received by the clients.

My Process

Based on the product Roadmap the project scope was planned and estimated. Timelines, deliverables, activities and approaches were agreed.

Research

Objective

• Data/requirements gathering
• Learning, defining, observing and understanding target audiences and their needs
• Evaluating current product for gaps

Challenge	Solution	Reviews	Output
Collecting  first hand information from end users	-Field visits & Information Gathering through field sales engineers -Established multiple communication channels for details	-Focus groups -Departmental Workshops -Team presentations	Requirement understanding Doc
1-1 interviews with  stakeholders from different countries & time zones	Scheduled interviews based on cultural & time zone awareness	-Activity Plan and protocol sign-off -Team presentations	Requirement understanding Doc – Analysis Doc
Contextual Inquiry with representative users by Japanese regions	Site visits through Service and maintenance Engineers	-Activity plan and protocol sign-off -Team presentations	Requirement understanding Doc – Analysis Doc

Data Gathering

Stakeholder Interviews

Conducted Stakeholder Interviews with 11 people from Doctors(3), Nurses(3), Marketing(1), Sales(1), Management(1) & Development(2) based on a protocol that cover User, Task, Environment, goals, purpose, usability objectives, expectations, requirements and preferences.

Product Overviews

Product Overviews from the Sales, Development and Service teams helped speed of understanding

Secondary Research

Conducted secondary research to understand business, market and industry.

Existing Research

Gathered existing research artefacts from Marketing, Sales and Management like voice of customer data, services issues and logs, critical customer complaints, best & worst times, market fit etc.

Proto-personas to Personas

Personas created based on frequency and duration of usage.

Scenario Mapping

A quick approach, conducted a scenario mapping activity to based on possible different steps, Idea/ functionality, Questions and Comments along with the SME group by persona.

Based on the data gathering, below are the list of pain points/ requirement objectives identified

• Improve Exam Efficiency
• Improve Usability and Visual Hierarchy
• Improve Report Creations
• Improve over all user interface and workflow
• Accommodate new feature request for better system scalability

Competitive Analysis

Envision

Objective

• Envisioning end user experiences
• Target user group definition
• Defining UX strategy and goals

Challenge	Solution	Reviews	Output
Helping client teams talk the same service language	-Idea Generation and Co-creation workshops with onsite and offshore teams -UX experts speaking the language of the customer	-Focus Groups -Departmental Workshops -Team presentations	Scenario Mapping Doc
Critical issues and gaps presentation with the leadership, stakeholders and end users	-User Research case study presentations -Engaged offshore teams for analysis activities -Flexible partnerships through offshore pain point communication	-Workshops -Team presentations	-Proto-personas -Stakeholder interview analysis

User Journey Mapping was done to envision the various touch points gathered during the scenario mapping activity and validated with the key stakeholders.

Design

Objective

• Iterative prototyping
• Fail early approach followed by formative usability testing on low fidelity wireframes

Challenge	Solution	Reviews	Output
Interacting and Recruiting participants for formative UTs	Culture oriented awareness in conducting and recruiting participants for UT	-UT Recruitment plan -Focus groups	Formative Usability Testing Analysis Doc.
Collecting iterative feedback from various departments	-scheduling of onsite & offshore review and feedback meeting at respective time zones -Systematic trackers -Cultural effective 1-1 defect resolution calls -Status Reporting -Design validation calls -Onsite design walkthroughs	-Team presentations -Facilitated sign-offs	-Task Analysis -Task Flow -Information Architecture -Navigation Model -Interactive Low & High fidelity Wires -Visual design style guides

Card Sorting

Open Card sorting to define the categories/ grouping

Information Architecture

• Conducted Design Studio to create Low Fidelity wireframes with a team of 12.
• Review and feedback on Low Fidelity wireframes.
• The Low Fidelity wireframes were usability tested with 10 Participants
• High Fidelity wireframes were created

One round of formative usability testing was done on the low fidelity wireframes

Evaluate

Objective

• Iterative prototyping
• Fail early approach followed by Summative usability testing on high fidelity wireframes

Challenge	Solution	Reviews	Output
Discussing recommendations and feedback from UT participants	-Factual recommendations -Deeper insights to problems	-Team presentations -Facilitated sign-offs	Summative Usability Testing Analysis Report
Managing schedules for UT participants	Interlock meetings for UT schedule alignment with recruited participants	NA	NA

• Conducted Low Fidelity Usability testing with 10 Participants using Morae. Usability Testing consists of 4 stages

1. Create a test plan
2. Facilitate/ schedule a test
3. Analyse test data
4. Create report and present insights

Conducted High Fidelity Usability testing with 13 Participants using Morae Usability Testing tool.