IMPROVING NONPROFIT APP USABILITY THROUGH RESEARCH
Heuristic app assesment made and design recommendations provided.
I contributed UX research and design services to the redesign of a B2B scheduling app used by human service nonprofit staff, with the aim to improve user satisfaction. The contracting software vendor, Sensez9, used an Agile methodology. I am under an NDA for specific details of this project, which took place from March to December of 2023.
Background
Initial Review
My process included a primary app review, based on stakeholder interviews, heuristic analysis, competitor research, analysis of 60 user surveys, and persona creation. My recommendations (wireframes and screen annotations) focused on accessibility, information architecture, and fit with existing workflows. I interfaced between designers, developers, and nonprofit clients for iterative feedback during prototype creation.
In my second phase, I recruited representative users of the app to test the redesign prototype. I designed task lists, training videos, and testing protocols for three user groups. I administered two phases of moderated usability testing with 10 users, and analyzed testing data to provide further design recommendations. I interfaced between designers, developers, and nonprofit clients for iterative feedback during the development process for the app redesign.
Usability Testing
Notes from moderated usability testing with nonprofit staff.
After the app redesign, all three user groups reported greater satisfaction with the product. When compared to pre-redesign survey figures, satisfaction rose between 8% to 23% per user group, on a 5-point Likert scale.