Works for
About Harmonie
Harmonie is an integrated management system that helps company to streamline their management process and improve compliance in their ISO Certification.
Harmonie backed up by an experienced ISO Consultant to help the company fulfil their document needs for the certification process
The Task
How to help the user (consultant or end user) intuitively setting a heatmap for their company risk, while they need to provide some data.
Starting Point
Firstly, I’m trying to figure out the resource of the research. What we have from the user, what we don’t have. The access for the user. And turns out, I can’t have access to the user to do the primary research.
Then I decided to do this step instead.
The Process
The designer should be flexible to choose which method they want to use to create a product
I choose to do secondary research and user research to the consultant because it’s the only resources we have in the company. We have some meeting logs with the user, we also have held some meeting that in the same meeting, the user show some concern in certain things.
That’s why I’m confident using this method.
Secondary Research & User Research (Consultant)
In this phase, I did a secondary research by check into existing flow and system. I also talk to my Analyst team to validate the existing flow. Then I found out that the user have to do several step before setting the risk matrix.
- Setting likelihood value from the risk
- Setting impact/consequences value of the risk
- Setting risk value
- Create matrix
All the setting is done in different master data and it comes up with several delay from the user (not intuitively helps the user).
The Pain
There’s nothing wrong with the business flow. But in the app, to do one task and another, users have to open different menu without any explanation.
The pain addressed while doing the job with existing flow:
- Get lost to what to do next, when defining the heatmap.
- Looping unnecessary process while updating the matrix.
Validation to Analyst with Wireframe
After validate the pain point, I restructure the user flow. From having to move without any guideline, to one page with all the process in it. Before create the hifi prototype, I validate the findings using paper prototype to my analyst team.
The Outcome
After the design process, before send it to the developer, I’m doing a usability testing to answer this question: Is the journey created can reduce the confusion of the user?
Usability Testing
I’m well aware that claiming “clear information” without user validation is a ‘bullshit’. So I decided to create a simple usability study with maze.co https://t.maze.co/179279258
Usability Finding
The success rate of this task is 75% with misclick rate around 52%.
Its below the target of 80% users have to succeed. But, I can consider this design is success because the participant is only 4 people. For the misclick rate, I’ve checked the design and there’s an ambiguity about where to click (since I only put one way setting in the prototype, but actually the task can be finished with different method/click.
Feedback Question: Bagian mana yang terasa menyulitkan untuk Anda?
Usability Finding
The redesign is still in the backlog for future enhancement. But, I got this point while doing this design:
- Research might be a long and tiring process. Especially when you don’t have direct access to the user. But, that’s a designer should be creative and find another way to validate with the user.
- Be collaborative is a must. You should not only empathize with the user, but also the developer. Sometimes, to make a great product, is not only about the fancy visual, but depend on the right design and great execution.