challenge

A virtual surveying software for home removals, remotely from the office, a low 20% of existing clients used the inventory tool prior. The tool was primarily used for its basic live video and capture capabilities.

Furthermore, adoption from international removal companies was proving difficult.

goal

Our goal was to improve integration into company workflows, and increase adoption of the inventory tool.

inventory tool version 1

design process

I followed this process to find the best solution.
The clear structure and sequences of tasks helped me deliver this project in the most efficient way.

persona creation

I facilitated workshops with interviews with stakeholders who had experience working as, or with the target user.
Furthermore, a Now, Next, Later framework was used to prioritise key pain points that were hindering adoption.

Now, Next, Later exercise

Key pain point

People migrating overseas often like to move belongings at different stages, using different modes of transport. For example, a person will move urgent items by air and less urgent items by ship or lorry at a later date to save money.
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buzzsurvey lacked capabilities to track multiple inventories, restricting its use to domestic moves. Ultimately, this discouraged companies to adopt the tool into their workflow.

The overall findings informed the goals, frustrations and fears of our key target users - decision makers and software users. I then created personas to capture the findings succinctly. This aided the process to make meaningful design choices going forwards.

removal company MD persona

removal company move manager persona

competitor analysis

I analysed current market offerings to understand how competitors solved the pain point.
Although, I was unable to use each software, I studied marketing collateral on their respective websites and social media.

removal software competitor matrix

Key findings

All three competitors provided solutions for multiple inventory with varying levels of functionality. However, only Voxme provided the most comprehensive solution. Despite this, I felt their UI was dated and approach was not user-friendly. It was key for us to at least match their capacity but with a better UX and UI.

user flows

I created user flows to incorporate new functionality with buzzsurvey's existing user flow.
This helped me best understand the optimal flow before designing with low(ish) fidelity.

move items between modes user flow

Example

The user flow above demonstrates how a user is able to transfer items from one inventory to another. After speaking with stakeholders, I found it was common for circumstances like this to change before a move.

prototyping and user testing

I created three variations of the solution that were tested with three internal stakeholders.
Using InVision's prototyping tool, users were able to tap between screens and were given a set of tasks.
They were required to assign transport modes and populate multiple inventories with items.

Variation #1 - tabbed

Each mode is split by tab containing separate inventory lists.

Variation #2 - line item drop-down

A single inventory is presented, requiring the user to add modes to individual line items.

Variation #3 - modal editor

A single inventory is displayed, requiring the user to add modes to individual items within a modal.

Findings

Order bias was eliminated as each user was given a different sequence of prototypes. I wrote down observations for each task and populated them onto the feedback matrix below. Common patterns were drawn to inform my subsequent design decisions.

user test feedback matrix

Variation #1 wins

All participants found the tabbed concept intuitive without any explanation.
Variation 1 required less screen real estate in comparison to line-items concept (variation 2).
Having to assign a default mode at the survey creation page required explanation (variation 2).
Assigning modes via modals was too slow (variation 3).

inventory tool for the
removals industry

about buzzsurvey

my role

challenge

goal

design process