Mode App Dashboard
Following our app redesign, we received numerous inquiries from users reaching out to Customer Support for guidance on navigating the new dashboard. A common challenge users faced was locating the option to switch between their Bitcoin and GBP accounts, and understanding how to effectively use the payment features, including topping up funds. Addressing these user concerns became a priority to enhance overall user experience and alleviate pressure on our Customer Support team.
First Steps
I kicked off the process by gathering all stakeholders around a whiteboard to capture diverse perspectives from across the business. This collaborative session enabled me to understand each team’s concerns and aspirations for the project. With these insights in mind, I began sketching ideas and crafting high-level wireframes to explore potential solutions derived from our discussions. Once I developed working prototypes, the Product Manager and I conducted extensive Usability Research. This involved engaging with users through interviews conducted over Zoom and anonymous prototype testing using tools like Maze. These methodologies provided valuable feedback on user reactions and usability, guiding further refinement of the design to ensure it aligned seamlessly with user needs and expectations.
Process
We swiftly recognised the need to enhance the UI to streamline fund management and provide clear visibility of different balances and actions for users. Following the conclusion of our research phase, I led a debrief with the team to synthesise findings and incorporate insights from the second iteration of our sketches. Central to the new design was placing account actions prominently in the interface, with account switching relegated to a secondary function based on usage frequency data.
After finalising the design direction, I collaborated closely with the team to strategise the implementation process. This involved prioritising tasks to minimise impact on engineering workload while ensuring timely delivery of the changed.
Outcome
After implementing the changes, we conducted another round of testing and discovered significant improvements: users were completing tasks more efficiently, with fewer errors and shorter interaction times. This success translated directly into a notable reduction in incoming inquiries related to navigating the dashboard and performing account actions. By optimising the UI based on user feedback and usage data, we successfully enhanced usability and minimised user frustration, leading to a smoother overall experience and a lighter workload for our support team.