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UX UI Design | Web App
Create the dashboard and sign-up process for an online disability support platform.
Project Overview
Mizaru is a digital platform that matches individuals who are deaf, hard of hearing, or deaf-blind with freelance support providers tailored to their qualifications and specific requirements. Our team is tasked with enhancing the sign-up and dashboard features for both client and provider personas. I will take the lead in redesigning the web app version to further improve the user experience.
My Role
UX/UI designer
Report To
UX design team & CFO
User Feedbacks
A short video introduction of the client would be helpful - to better assess if you’re a good fit, different dialects, personalities, etc
“The main problem is going to be that interpreters are very paranoid about taking work from a person or an agency they don’t know. Most of the experience I’ve had working with unfamiliar people has been bad.”
“I’ve had a job where I didn’t know until I showed up that I didn’t have the right certification for it and it was illegal for me to be there interpreting it.”
Always tries to ask clarifying questions before going into an assignment, but does not always get all the information that would ultimately help him fully know if he’s a fit
Problem Statement
Within the current design of the online platform, there are identified issues, particularly in the mutual matching process between clients and freelance support providers. This includes enhancing accuracy and suitability to ensure users have a smoother and more precise user experience. Our goal is to address these issues and improve the overall efficiency of the platform.
Problems
Design Goals
Current Model
Lack of professional information
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After a successful match, the provider (interpreter) lacks professional certification information.
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The profile details also do not allow for an assessment of whether they are suitable for one's needs.
Request Active Detail in Old Version
Sign-up Process in Old Version
Lack of professional information
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In the work experience section of the sign-up form, there is no option to input professional licenses.
Competitive Analysis
Accessibility and Navigation Analysis of Disability Apps
I conducted a competitive analysis of three disability applications—Hireup, Maslow, and Ava. The assessment centered around the user experience of individuals, aiming to gain insights into how these applications can enhance their accessibility and navigation features to better serve users. By understanding the strengths and weaknesses of these applications, we can provide valuable insights to elevate their user experience and overall functionality.
Design Thinking
Optimization
Design Approach
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Implement Personalized Matching
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Design Provider Assessment Criteria
How Might We...
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ensure that our deaf, hard of hearing, and deafblind users can be matched with suitable providers on the platform?
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screen for qualified providers to ensure the platform offers professional support?
Ideating
Enhancing Sign-up and Dashboard
In the follow-up workshop, our group discussed the potential issues that clients and providers may raise to achieve their goals, and we had a brainstorming session to discuss a series of questions on the previously established design system to identify potential indicators and solutions to address the sign-up and dashboard analysis.
Ideating
User Flow
I used the user research conducted by the previous team, including affinity maps, empathy maps, personas, and customer journey, combined with the content discussed in the meeting, to create an updated user flow to iterate on the existing prototype.
Style Guide
Component Iteration
In the iterative design process, components were also optimized, taking into account their reusability, consistency, accessibility, and usability.
Iterating
Hi-fidelity Iteration
Focusing on the client and provider sign-up processes and dashboards, I addressed the insights gathered by breaking down the high-fidelity iterations into three key areas: ensuring service quality for both parties, ease of use for users, and clarity in the user interface.
Provider Sign-up Iteration
The updated version features a more cohesive visual design, reinforcing the mechanism to filter providers that meet the platform's service requirements and ensuring professional quality.
Old version
Iterated version
Introduction of Progress Bar for User Guidance
Introduce a progress bar to inform users of their completion status, reducing user impatience during the form-filling process.
Enhancements to Sign-Up Form for Providers
Add a question in the sign-up form for providers to upload certificates and include more questions related to professional assessments
Clearly label required questions with "required" for enhanced clarity.
Clear Labeling of Required Questions
Include information icons to assist in explaining questions, aiding users in understanding how to fill out the form correctly
Inclusion of Information Icons for Question Clarification
Provider/Client Detail Under Active Requests Iteration
When a client and provider are successfully matched, the displayed information about each other becomes more comprehensive, allowing them to have a specific understanding of each other's suitability before meeting in person
Old Version
Iterated Version
Pop-up screen
Video Introductions, Certificate and Reviews Post-Match
After a successful match, both parties' profiles now include video introductions along with personal reviews. This enhancement enables users with prior experiences to assess and evaluate the suitability of their match, adding an additional element to the evaluation process.
Account Page Iteration
Both Client/Provider account pages allow users to edit and enhance their profiles, enabling a better understanding between parties. This feature also empowers the platform to match clients with suitable providers through personalized means
Old Version
Iterated Version
Enhanced Navigation Experience on Account Page
I implemented a side navigation and thread tab menu on the account page, providing users with an improved navigation experience, especially when searching for information across multiple categories
Uploading and Editing of Introduction Videos
Users can update or edit your introduced video at any time
Assurance of Service Quality through Provider's Work Experience and Certifications
Providers upload their work experience and certifications, ensuring the quality of services offered on the platform.
Protype
Final Design
Sign-up Process
In the sign-up process, encourage users to provide comprehensive registration information for later platform matching assessments and usage
Delivering a Reliable and Efficient Dashboard
Finally, providing a reliable and efficient dashboard to offer high-quality services for deafblind clients and providers, improving service accessibility and enhancing the overall customer experience.
Reflections
When reflecting on the user experience design process of our discussions about the disability app, I thought of several key points.
User research is crucial for understanding the needs of the target audience
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In our case, we conducted video conference interviews with the disabled user to understand his experiences and needs. These insights provided the basis for our design decisions and helped us create a more user-friendly and accessible application.
Iterating and updating designs based on feedback is essential for creating a successful product
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Through our design iterations, we were able to address issues such as password setting, provider requirements, and account page layout. These updates not only improved the functionality of the application but also increased user satisfaction.
Considering accessibility from the beginning of the design process is crucial
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We integrated features such as font size adjustment and language settings to ensure that the application is inclusive and accessible to all users.
Finally, we were able to achieve a 90% completion rate for the sign-up and one-time login process, as well as the dashboard, which is ready for development. The UX design process for the disability app has taught me the importance of prioritizing user needs in the design process, iterating based on feedback, and considering accessibility from the outset. By doing so, we can create a product that is not only functional but also inclusive and accessible to all users.
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