Task Analysis - UX Design - App Development

Absent submission process

Task analysis is a crucial aspect of UX research, helping to address user problems effectively. It involves observing and recording how users solve problems, achieve their goals, and complete tasks with specific tools and sequences. Task analysis helps uncover user insights critical for designing user-friendly experiences.

Problem and Goal

Users have encountered confusion when trying to navigate the submission process, while employees have expressed frustration with the lengthy and convoluted procedures.

To address these issues, my primary goal is to streamline and simplify the submission process, making it more intuitive and efficient for both users and employees alike. By doing so, I aim to reduce the time it takes for employees to process submissions, and ensure a quicker and smoother experience for our users.

Approach

I follow these steps:
1. Identify the Task.
2. Conduct parallel task analysis with multiple individuals that are involved.
3. Break Down the Goal.
4. Create layered task diagrams.
5. Validation.

Task Analysis Process

Trigger: What initiates the task for the user?

The submission process is typically initiated by the user when they have a specific task or request that requires interaction with our system. This could be anything from submitting a document, applying for a service, or providing feedback. The trigger can be user-generated, such as clicking a "Submit" button on our website or mobile app, or it might be initiated by an organization representative when they receive a user's request via email or other communication channels.

Desired Outcome: How will users know they've succeeded?

Users will know they have succeeded in the submission process when they receive a confirmation message or notification indicating that their submission has been received and is being processed. This confirmation should include any relevant reference numbers or information for their records, providing assurance that their request is being attended to.

Base Knowledge: What's expected before starting?

Required Knowledge: What users already know.

Base Knowledge: Before starting the submission process, users are expected to have a clear understanding of what they want to submit or request. They should have prepared any necessary documents, information, or details required for the specific task. Basic computer or mobile device literacy is also assumed, including the ability to access our platform.

Required Knowledge: Users are expected to have a basic understanding of our platform's navigation and layout. They should know how to access the submission interface, whether through our website, mobile app, or another designated channel. Additionally, users should be aware of any specific submission guidelines or requirements that have been communicated to them, such as file formats, character limits, or other relevant instructions.

Artifacts: Resources/tools needed during the task.

During the submission process, users will need access to the necessary documents, files, or information they intend to submit. This may include digital files, images, forms, or any other relevant resources. Depending on the nature of the submission, users may also require access to their user account on our platform, login credentials, or a stable internet connection if submitting online. Additionally, users should have access to any communication tools they might need to contact support or ask questions during the submission process.

Task Diagram

Creating a task diagram using FIGMA has provided me with the means to replicate user experiences and identify potential usability issues in the initial stages. Through user testing with these prototypes, I've received invaluable feedback that has led to iterative design enhancements. Additionally, I have compiled a comprehensive findings report to summarise these insights.

The iterative process hasn't stopped here or at launch; I've continued to gather user feedback and refine the product post-launch, ensuring that it evolves with user needs.