Company Hero - Virtual Office
This small project was a challenge proposed by the company for the selection process.
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The challenge was to improve the purchase process of one of the services provided by Company Hero. I was asked to assess the user flow and build a user journey map. Based on the findings of this exercise, I was also requested to redesign the purchase screens and further create an onboarding and a new dashboard for the service.​
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The deadline for the project was 4 days. Therefore, I did not have much time to conduct extensive user research.
Discovery
User Flow
The user flow was built to create a flux of actions from the user and the webpage responses.
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Potential interactions were included, such as solving user queries using WhatsApp by contacting a Hero employee.
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Among the insights obtained, it was identified that the buttons on the Virtual Office page are potential pain points. This is because similar buttons, with the same caption and purpose, are taking the user to different places within the page.
User Journey Map and Persona
Ideally, the personas and user journey map should be built on quantitative and qualitative user data.
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However, given the deadline of this project, the personas were created based on customer information provided during the interview .
The user journey map was built based on the potential frustrations of this persona, using assumptions about the behavior of this user.
Nielsen's Heuristics Analysis
Since I had no contact with real users, I conducted a Heuristics analysis in order to assess the potential usability issues on the purchasing process of the Virtual Office service. Jacob Nielsen's Usability Heuristics were used in this analysis.
The following severity scale was employed:
Next, the usability issues found:
Given the project's scope, only heuristic problems number 2 to 5 were selected to be worked on, as they are the only ones found in the service purchase sections.
Exploration and Priorization
After the discovery phase, an exercise called “How Might We” was carried out, in which the objective is to explore possible solutions to the problems found.
The following problems were chosen to be worked on:
Registration long and without agility.
The extra services section gives the impression that the user should choose one rather than being a separate offer.
There is no option to leave the service in the cart and browser more services
Payment by bank slip only restricts the user
The purchase status is not visible to the user, who needs to wait to receive an email, which can generate anxiety.
Ideation and Conception
The ideation and conception of solutions were carried out by drawing potential solutions to the determined problems to be worked on. Additionally, a small competitor analysis was carried out to assess how similar problems are currently solved in the market.
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First, some sketches of possible solutions were drawn.
Then, low-fidelity and finally, high-fidelity prototypes were created and delivered to the Company Hero team.
Virtual office purchase process screens
Onboarding process and dashboard initial screens