Project Background
Users were not able to view their address in the mobile app.
Workshop
Skills used
Design facilitation
Stakeholder management
Leadership
Collaboration
Communication
I started this project by facilitating a workshop with stakeholders, developers, the product owner, and the UX writer. I reviewed the business and user problems, outcomes, and potential risks. I captured everyone's input in the sticky notes.
Flow Map
Skills used
Flow mapping
Defining user scenarios
Future state thinking
Collaboration
Communication
After analyzing everyone's input from the workshop, I created a flow map to define paths users would take depending on their scenario.
I mapped out the future state which would allow users to update their address on the app, even though this was out of scope. Users would only be able to view their address. However, this future state thinking ensures the current design can support those changes in the future.
I iterated the flow map with stakeholders to ensure all business requirements were captured.
Low-Fidelity Wireframes
Skills used
Wireframing
Mobile design
App design
UX design
Collaboration
I then created low-fidelity wireframes. I worked with the UX Writer on the copy of the alert messages telling users how to update their address.
High-Fidelity Prototype
Skills used
Prototyping
Interaction design
Design systems
Mobile design
App design
UX Design
After iterating on the wireframes with the stakeholders, I created a high-fidelity prototype using Sun Life's design system.
The user can see their address in their profile, broken down by the line of business they have
They can click into each line of business and view their address, as well as instructions on how to update it
Error messages in case the user has an incorrect or missing address
User Testing
Skills used
User research
User testing
I then conducted unmoderated user testing with 15 participants.
User Testing Objectives
- Do users know where to go to find their address?
- Do users understand the alert messages telling them how to update their address?
User Testing Findings
Users easily found their address and understood how to update it. However, they were frustrated because they couldn't update their address in the app. This issue will be tackled by future updates.
