Design files

HomeMaker - Service

A cloud-based system for handling issues related to warranty and other building-related matters. 

The problem(s) you had to solve or the hypothesis you came up with for solving them
The problem was that the application itself had an outdated design that the developers had created. A lot of information/instructions were missing; you didn't know what the system was doing or how it would respond to your actions. It came down to the fact that no one tested the product themself, just a team that couldn't speak Swedish tested it. This process was something that I wasn't able to change.

Based on meetings and interviews with clients, but also input from the team. My design was built on this to reflect new needs and wants from both business and users. 

Your specific role in the project and how you collaborated with others
I was the first designer ever in the company. On an agile team with three developers and the product owner. 

I was responsible for determining the overall design direction of the project, talking with users, while collaborating with the rest of the team. Additionally, quality control and an in-house tester are also employed. 

How you came to your proposed solution(s)
By gathering information from both interviews and meetings with clients. But also from Customer Success's helpdesk, and Hotjar. I added all this information to Productboard and could determine what was essential and what was not important at the moment. This approach was a never-ending project, and it allowed us to see that we could make the right decision based on real data and insights. 

How did your proposed solution(s) solve the problem
I introduced solutions for our product owner by referring to what we should focus on in the next sprint. Validating claims and suggestions with user cases as the basis for justification. After that, I made the design and handed it to development, then testing and release. 

Challenges you faced, including design concepts that were ultimately not pursued
The biggest challenge was that working with a designer and user feedback was new for the whole company. It was not easy trying to implement all the good and practical tools you have if the organisation and team are not ready for it. I have to take things step by step. 

But it still broke my spirit when I realised that the development team was not as agile as I imagined. Feedback to change features after they had been deployed was out of the question. 

How the project affected the users and the business
In the implementation of the new application, we estimated that all users should be on the latest version in 6 months. It only took three months, and it proves that the experience and design of the product were easy and user-friendly.

What I learned
I realise how difficult it is to communicate user feedback to a team that's not used to handling feedback from customers. Also, when they're used to develop, external test and then move to the next thing. There is no real feedback loop, and implementing it requires energy and hard work. It would be best if you always answered why you have come to a particular conclusion. 

Personally, the experience made me realise that for me to grow, it's essential to be able to communicate and work in an environment where my insights are valued, and where the organisation is open to questioning its own assumptions.