May 23, 2022
Disclaimer
This project is part of the UI/UX Training Program conducted by the Digital Talent Scholarships (DTS) of the Ministry of Communication and Information Technology with Skilvul and Krealogi as Challenge Partners. I am not employed or under any professional contract by Krealogi.
Intro
Project Background
Krealogi is a digital platform developed by Du Anyam. The krealogi application is made with a user-friendly interface, so that it can be used by business actors from various circles.
The features created also aim to answer the problems faced by business actors. Some of the main features are Recording Incoming Orders, Production Plans, Inventory Management, Expenditure/Input Recording, and Reports.
However, in reality, some users face difficulties due to the application interface that is not user-friendly, and the unavailability of several supporting features that can help users in managing their business. Some features that are not yet available are:
Simple CRM
Cash Flow Feature
Integration with Logistic and Marketplace
In working on the Krealogy challenge partner project, my team and I decided to choose the Simple CRM (Customer Relationship Management) feature. This CRM feature is one of the most important features because it is used to manage the relationship between users and their customers.
Objective
The main objectives of developing this feature are:
Create a user-friendly Krealogi application for today's target users.
Create a design solution for Krealogi features that are not yet available (Simple CRM).
Role in the Team
In working on this project, I collaborated in a team of 5 people and I had the responsibilities of:
Conduct Secondary Research
Collecting solution ideas
Create Crazy 8's
Create Userflow
Create Wireframe
Create a Design System
Create Mockup
Create Prototype
Conduct Usability Testing
Tools
In working on this project, I used several tools that supported me to complete this project, including:
Figma
Used to brainstorm ideas with team members and also to create the overall design of this project.Google Sheet
Used for Secondary Research and also to Record User Research Data.Google Docs
Used to create User Research Stimulus.Zoom
Used for In-Depth Interview with respondents.
Design Process
Methods Used
Working on this project, my team and I decided to use the Design Thinking method. This method was chosen because of its flexibility that is not based on the sequence of stages. Design Thinking itself is a problem-solving method that focuses on the user, so that it can understand what the user needs.
1. Empathise
At this stage, my team and I conducted Secondary Research to collect data related to the Krealogi application. We conducted research by observing the Krealogi application itself.
Krealogi itself has the problem of not having a user-friendly application design for their target users. Krealogi currently needs a user-friendly app design that can help Krealogi users to record their operational activities, create strategies and maintain their operational flow.
We found several findings from our research that can be used as a reference to develop the Krealogi app. Here are our findings:
There is no chat feature to directly connect users with buyers.
There is no customer database that can help users to re-offer products that have already been purchased by buyers.
2. Define
After getting the results of secondary research, then move on to the Define stage. At this stage we define the problems that we have obtained from the results of the previous secondary research. The define stage starts with collecting Pain Points first. The purpose of this Define stage itself is to find the results of user needs at the Emphatise stage.
Pain Point
To create this Pain Point we used FigmaJam as a tool for brainstorming. The Pain Point below we get from the results of analyzing the Krealogi application and placing the position as a user of the Krealogi application.
After getting the Pain Point, we then create possibilities that can be used as a solution to the Pain Point or what is commonly called How-Might We.
How-Might We
How-Might We is an idea for a solution to a pain point. Each member writes down what ideas can be used as solutions to the pain points that have been made.
After writing the How-Might We, the five of us voted to choose which solution idea to use for the next stage. From the voting results, we came up with How-Might We:
Create a User Info Card Feature so that users know the buyer's data,
Create a Chat Feature so that users and buyers can connect.
Create a Sales / Buyer Statistics Feature in order to determine the next campaign target.
3. Ideate
Furthermore, at this stage we brainstormed ideas for How-Might We obtained at the previous stage. The purpose of brainstorming at this stage is to generate Crazy 8's.
Solution Idea
The Ideate stage starts with the Solution Idea. Where each group member writes a solution from the How-Might We obtained, namely:
Creating a User Info Card Feature So that Users Know Buyer Data
Creating a Chat Feature So that Users and Buyers Can Connect
and Creating a Sales / Buyer Statistics Feature So that it Can Determine the Next Campaign Target.
Affinity Diagram
From the results of the Solution Idea obtained, we then grouped the Solution Idea into an Affinity Diagram. Solution Idea that has the same purpose or goal we make one group so there are 3 groups as follows.
Prioritization Idea
In this Prioritization Idea, we divided the Affinity Diagram into 4 parts that are determined based on User Value and Effort. The 4 parts are:
Yes Do It Now, for features that have high User Value and low Effort.
Do Next, for features that have high User Value but high Effort.
Do Last, for features that have low User Value and low Effort.
Later, for features that have low User Value but high Effort.
After the Affinity Diagram was divided into 4 parts, we then voted to determine what features Crazy 8's wanted to create. The result of our voting is to make 2 features, namely:
Customer Info Card.
User Interaction with Customers.
Crazy 8's
After completing the voting at the Prioritization Idea stage, then enter the final part of the Ideate stage, namely Crazy 8's. At this Crazy 8's stage, each member makes a rough picture related to the appearance of the selected feature at the Prioritization Idea stage and then votes to determine which picture will be made into a Wireframe.
4. Prototyping
This stage is the time to apply Crazy 8's results into a better design, which can be understood by others. There are several processes carried out at this stage, starting from creating Userflow, Wireframe, System Design, UI Design, and Prototype.
Userflow
The first process is to create a Userflow taken from the previous Ideate stage.
Wireframe
The next process is to create a Wireframe based on the Crazy 8's voting results. The Wireframe created is slightly different from the Userflow that has been designed. In this Wireframe, I merged the Customer Purchase History and Customer Purchase Favorites flow into one with the Customer Information Detail flow.
Design System
After creating Wireframe, the next process is to create a Design System. This Design System aims to make the UI Design that will be made consistent, not different UI Design styles. Krealogi has provided an example of their Design System, so the Design System that I made here is mostly following the Krealogi Design System.
UI Design
After the Design System is completed, the next process is to create a UI Design. The UI Design made refers to the Wireframe and Design System that has been made before. The UI Design process starts from creating the Krealogi Home page to additional pages related to the features created.
The appearance of the UI Design is mostly the same as the existing appearance of the Krealogi application. I changed some form layouts on the Order Record and added some additional pages related to the Chat feature and Customer Information Details.
Record Order & Chat
The Home page in our design is the Home view of the latest Krealogi application. On the Order Record page, I changed the Krealogi interface from 3 steps (Progress Bar) to 4 steps. By separating the Delivery Plan which was previously in one Step with the Buyer. I also added a Chat Button on the Incoming Order Details page with the aim of making it easier for users to directly contact potential buyers.
Detail Informasi Pelanggan
The Home page above is the Home page when you finish recording the order. For the Customer Information Detail flow, I was inspired by the Shopee Chat flow which is more or less the same, but I added FAB to the Chat List and Contact List. Then for the Customer Profile page there is a Purchase History and Favorites which I separated from the Customer's Personal Data.
Chat
The flow of the Chat feature is more or less the same as the flow of Customer Information Details. There are some pages added such as Chat view.
5. Testing
To test the Prototype that has been made, I conducted Usability Testing to find out the level of usability, convenience, and satisfaction related to the features I offer.
Research Objective
Before doing Usability Testing, I made a Research Objective as follows:
Finding out the user's needs when recording orders.
Finding out the user's habits in conveying information to prospective buyers.
Finding out users' habits in storing their customer data.
Finding out the usefulness, convenience, and satisfaction of the solution ideas offered in the process flow of Order Recording and Chat, Customer Database, and Chat.
Respondent Criteria
After creating the Research Objective, I then determined the Respondent Criteria as follows:
20-40 years old
Male / Female
Domiciled in all regions of Indonesia
Have the ability to speak Indonesian as a native language
Small, micro, ultra micro business owner.
Able / proficient in using smartphones.
Research Scenario
In this test I made 3 tasks that must be completed by respondents to measure the usability and accessibility of these features for respondents. Here are the tasks that must be done by respondents:
[TASK 1] Ask respondents to Record Orders and then proceed to Chat with potential buyers and observe what respondents are doing.
[TASK 2] Ask respondents to Add Contact, view Customer Information Details, Edit Customer Data, and Delete Contacts on the Customer Database page and observe what respondents do.
[TASK 3] Ask respondents to Chat with the stored customer contacts and observe what the respondents do.
Respondent
The interview was conducted with a respondent with a profession as a Customer Service in one of the companies in Medan City who has a business in the Snack and Clothing sector. The respondent is 20 years old and his business has been running for 2 years.
Hasil Testing
During the interview, I asked basic questions related to the business that the respondent was running. Then I asked the respondents to do the 3 tasks mentioned earlier. Every time the respondent succeeded in doing 1 task, I asked the value of the task. I used SEQ (Single Ease Question) as the User Matric in this test. From a scale of 1-7, the respondents gave the following scores:
[Task 1] respondents gave a score of 6, with notes
"Button is a bit difficult to press, must fit on the text or icon."[Task 2] respondents gave a score of 7, leaving no notes.
[Task 3] respondents rated it 7, and gave feedback
"Create an automatic chat reply."
Outro
Kesimpulan
This project runs for approximately 2 months, many stages are passed to build a feature on the application. Starting from collecting research, then brainstorming with team members to building prototypes. After the prototype was completed, then proceeded to conduct interviews with respondents and get a score of 6 for Task 1 and a score of 7 for Tasks 2 and 3. With no session to iterate the design, I could not make improvements to the design that had been mentioned by the respondent.
Reflection
During this project, I have experienced many things. I'll start with the unhappy part, which was at the beginning of the project. Initially, the team consisted of 5 people, but one by one the team members disappeared until finally I was left alone. The most exciting thing for me during this project was brainstorming with the team members. Because in that session we exchanged ideas with each other, who knows how many ideas were issued at that time.
This program is very interesting because I can directly practice what I learned in Skilvul's UI/UX Design Mastery class. The material taught is also complete starting from doing research at the beginning, compiling solution ideas, then doing research again for usability testing. My hope for this program in the future is that this program can continue to run and also update the challenge partners to make it more crowded.