Navigating complex floor planning software with autonomy and delight.
Role: Contributing Product Designer (with mentorship from a Chief Design Officer)
Timeline: 5 week-long internship for my Springboard UI/UX certification
Constraints: Design team, Work within existing software limitations, Design an onboarding tutorial that is accessible for all users
Impact: 4/5 users found the onboarding cards helpful for understanding the software basics, 4/5 users felt they would be able to effectively use Scribe for their floor planning needs
Business Objective
Apex, a company in the PropTech space, wanted to expand its floor planning software Scribe from B2B to B2C.
The Challenge
Scribe's high bounce rate after sign-up suggested low retention due to users' uncertainty on how to utilize the program.
PropTech combines innovative technologies with traditional real estate models, revolutionizing the industry. According to JLL, the market offers an “unparalleled opportunity” to rethink the built environment. PropTech optimizes operations, increases efficiency, and improves customer experience, resulting in cost savings and revenue growth for businesses.
However, the benefits also extend to the average person, who can navigate real estate decisions using intuitive software. Designing software with the end user in mind is crucial to fully realizing the potential of PropTech. Intuitive, engaging, and friction-free software can make real estate more accessible to everyone.
Discovery
We conducted extensive research on a variety of successful onboarding tutorials to discern the essential elements that made them effective.
Through competitive analysis with existing solutions, it became clear that three key practices were essential for establishing a fruitful onboarding tutorial.
Discovery
To assess and enlist a target audience with minimal prior experience in floor planning, a screener survey was distributed.
To obtain valuable insights from the survey respondents regarding the experiences of the average user, it was crucial to ask targeted questions. The surveys provided an excellent opportunity to clarify the problem space and empathize with the common struggles of end users.
Scribe Test Results
User testing of Scribe revealed a significant lack of understanding on basic tasks as well as additional pain points, confirming the client's suspicions.
Through our usability testing, we discovered that users faced significant challenges when attempting to carry out initial tasks in the software, such as drawing a wall and creating a room. The difficulties stemmed from a lack of visual aids, confusing iconography, and software glitches. Our findings highlighted the importance of addressing these issues in order to improve the onboarding experience and increase user understanding and engagement.
The usability testing revealed
Users emphasized the importance of better guidance when drawing a wall or creating a room
Users were confused by several elements of the UI, specifically elements pertaining to the iconography
Users reported technical issues with Scribe, which is important to address for the overall UX
Synthesis
The team performed a rigorous affinity mapping process of the usability tests, in which additional points of friction were discovered.
After uncovering the primary pain points during user testing, affinity mapping revealed additional areas of concern. I compiled a report that distilled and organized our findings, presenting them to the client. I emphasized the importance of exploring the three other categories for future UX improvements and reassured them that our research could serve as a starting point for future revisions beyond the current project goals.
High Fidelity Designs
The high-fidelity designs aimed to streamline Scribe's UI and onboarding process with engaging visuals and typography for all users.
The high-fidelity designs aimed to make the creation and viewing of floor plans in the interactive 3D model easily accessible and understandable for users of all skill levels. To achieve this, the team prioritized clear written instructions and eye-catching visuals, streamlining the onboarding process.
High Fidelity Test Results
A second round of testing revealed an overwhelming turnaround on user understanding and task completion.
The high fidelity prototypes' testing revealed the effectiveness of breaking down complex concepts into easily understandable parts. All users were able to complete the tasks with ease, despite any limitations imposed by the prototypes, which were clearly communicated. As a result, the software's learning curve was considered very low by all users.
The usability testing revealed
4/5 users found the learning curve of the tutorial to be very straightforward and easy to understand
A few users felt they could use a bit more guidance during certain parts of the onboarding process
Users also expressed curiosity regarding the software's additional features and whether they would be explained in the future
High Fidelity Design Revisions
The final designs prioritized incorporating user profiles tailored to individual needs and clarifying specific onboarding aspects.
The second round of testing proved to be a significant breakthrough for Scribe's development. The user testing provided valuable feedback and allowed us to address the main points of friction of drawing a wall and creating a room, which were causing confusion among users.
Thanks to these results, we were given the opportunity to refine the existing onboarding tutorial to provide a better experience for the users.
User profiles based on alternate use cases provide granularity for those interested in learning advanced features of Scribe.
One of the key revisions made to the onboarding tutorial was at the beginning, where we added specific user profiles for varying levels of technical knowledge. This was done to ensure that the onboarding experience would be customized to each user's level of experience and familiarity with the platform.
By accommodating both novice users and those curious about the more advanced features, Scribe could provide a more intuitive onboarding experience that would cater to the needs of all users.
Further refining the typography and visuals of the onboarding cards eliminates any potential friction.
We also made another significant revision to the onboarding experience, which was to create even more clarity on the cards for "Draw a Wall" and "Create a Room." This was done by incorporating video tutorials that clearly showcase how to perform each action, making it easier for users to understand and complete these tasks.
Impact
Testing revealed that concise instructions combined with engaging visuals had a remarkable influence on users' understanding of fundamental software features.
By adopting a design thinking approach in this client-driven internship, our team demonstrated the potential impact of UX design across different fields. Despite having no prior knowledge of the PropTech industry, we successfully minimized the friction for the average user in comprehending the basics of Scribe's available features.
Our client, Patrick Kape, expressed his satisfaction with the extensive user research and the value we provided. He also mentioned that our work would significantly benefit the future of Scribe.
Lessons I Learned
Refrain from assuming the problem space.
As a UX design team, we understood the importance of validating the problem space assigned to us by the client before moving on to any tangible solutions. This step was crucial to ensure that we were designing for the right problem and not wasting time and resources on unnecessary features.
After conducting thorough user testing of the software 'Scribe', we confirmed the problem space. However, it was essential for us to go through this process to avoid the risk of designing a solution that did not need to exist. We believe that taking the time to validate the problem space was a critical factor in the success of our project.
Effective communication can eliminate numerous obstacles.
During my UX design internship, I learned that clear communication was crucial to success with both the client and the user. By communicating effectively with the client, we were able to establish an open and honest dialogue and answer any questions that arose. This transparency increased the client's trust in us, and we provided them with links to our work at every stage of the project.
Within the project itself, effective communication played a significant role in its success. Small changes to the onboarding process and using plain language to communicate the software's features significantly increased the users' understanding and comfort with the software. Through my experience, I found that clear communication was pivotal to the success of the project and helped build strong relationships with both the client and the user.
What’s Next?
Incorporate user feedback to refine software features and functionality.
Embracing user feedback into future iterations of Scribe's software can lead to valuable improvements in features and functionality. Conducting additional testing of these implementations can provide more nuanced insights and help to further enhance the appeal of the software. If the Scribe team values user feedback, leveraging it as a resource for ongoing refinement can drive continued success and user satisfaction.
Investigate integration with other software tools to streamline workflows.
To further enhance the user experience, the team at Scribe could consider integrating adjacent software that complements and enhances the functionality of their platform. For example, the integration of file importing capabilities from other popular design software such as SketchUp could greatly reduce user friction and streamline workflow processes.
By expanding the software's capabilities through strategic integrations, Scribe could position itself as a more comprehensive and versatile tool in the eyes of users. Additionally, this could provide a unique competitive advantage, as users would be able to accomplish more tasks within a single platform, rather than having to switch between multiple tools. Ultimately, the integration of adjacent software is a promising step for Scribe to take in order to further enhance their platform's value and appeal to users.
Navigating complex floor planning software with autonomy and delight.
Navigating complex floor planning software with autonomy and delight.
Role: Contributing Product Designer (with mentorship from a Chief Design Officer)
Timeline: 5 week-long internship for my Springboard UI/UX certification
Constraints: Design team, Work within existing software limitations, Design an onboarding tutorial that is accessible for all users
Impact: 4/5 users found the onboarding cards helpful for understanding the software basics, 4/5 users felt they would be able to effectively use Scribe for their floor planning needs
Business Objective
Apex, a company in the PropTech space, wanted to expand its floor planning software Scribe from B2B to B2C.
The Challenge
Scribe's high bounce rate after sign-up suggested low retention due to users' uncertainty on how to utilize the program.
PropTech combines innovative technologies with traditional real estate models, revolutionizing the industry. According to JLL, the market offers an “unparalleled opportunity” to rethink the built environment. PropTech optimizes operations, increases efficiency, and improves customer experience, resulting in cost savings and revenue growth for businesses.
However, the benefits also extend to the average person, who can navigate real estate decisions using intuitive software. Designing software with the end user in mind is crucial to fully realizing the potential of PropTech. Intuitive, engaging, and friction-free software can make real estate more accessible to everyone.
Discovery
We conducted extensive research on a variety of successful onboarding tutorials to discern the essential elements that made them effective.
Through competitive analysis with existing solutions, it became clear that three key practices were essential for establishing a fruitful onboarding tutorial.
Discovery
To assess and enlist a target audience with minimal prior experience in floor planning, a screener survey was distributed.
To obtain valuable insights from the survey respondents regarding the experiences of the average user, it was crucial to ask targeted questions. The surveys provided an excellent opportunity to clarify the problem space and empathize with the common struggles of end users.
Scribe Test Results
User testing of Scribe revealed a significant lack of understanding on basic tasks as well as additional pain points, confirming the client's suspicions.
Through our usability testing, we discovered that users faced significant challenges when attempting to carry out initial tasks in the software, such as drawing a wall and creating a room. The difficulties stemmed from a lack of visual aids, confusing iconography, and software glitches. Our findings highlighted the importance of addressing these issues in order to improve the onboarding experience and increase user understanding and engagement.
The usability testing revealed
Users emphasized the importance of better guidance when drawing a wall or creating a room
Users were confused by several elements of the UI, specifically elements pertaining to the iconography
Users reported technical issues with Scribe, which is important to address for the overall UX
Synthesis
The team performed a rigorous affinity mapping process of the usability tests, in which additional points of friction were discovered.
After uncovering the primary pain points during user testing, affinity mapping revealed additional areas of concern. I compiled a report that distilled and organized our findings, presenting them to the client. I emphasized the importance of exploring the three other categories for future UX improvements and reassured them that our research could serve as a starting point for future revisions beyond the current project goals.
High Fidelity Designs
The high-fidelity designs aimed to streamline Scribe's UI and onboarding process with engaging visuals and typography for all users.
The high-fidelity designs aimed to make the creation and viewing of floor plans in the interactive 3D model easily accessible and understandable for users of all skill levels. To achieve this, the team prioritized clear written instructions and eye-catching visuals, streamlining the onboarding process.
High Fidelity Test Results
A second round of testing revealed an overwhelming turnaround on user understanding and task completion.
The high fidelity prototypes' testing revealed the effectiveness of breaking down complex concepts into easily understandable parts. All users were able to complete the tasks with ease, despite any limitations imposed by the prototypes, which were clearly communicated. As a result, the software's learning curve was considered very low by all users.
The usability testing revealed
4/5 users found the learning curve of the tutorial to be very straightforward and easy to understand
A few users felt they could use a bit more guidance during certain parts of the onboarding process
Users also expressed curiosity regarding the software's additional features and whether they would be explained in the future
High Fidelity Design Revisions
The final designs prioritized incorporating user profiles tailored to individual needs and clarifying specific onboarding aspects.
The second round of testing proved to be a significant breakthrough for Scribe's development. The user testing provided valuable feedback and allowed us to address the main points of friction of drawing a wall and creating a room, which were causing confusion among users.
Thanks to these results, we were given the opportunity to refine the existing onboarding tutorial to provide a better experience for the users.
User profiles based on alternate use cases provide granularity for those interested in learning advanced features of Scribe.
One of the key revisions made to the onboarding tutorial was at the beginning, where we added specific user profiles for varying levels of technical knowledge. This was done to ensure that the onboarding experience would be customized to each user's level of experience and familiarity with the platform.
By accommodating both novice users and those curious about the more advanced features, Scribe could provide a more intuitive onboarding experience that would cater to the needs of all users.
Further refining the typography and visuals of the onboarding cards eliminates any potential friction.
We also made another significant revision to the onboarding experience, which was to create even more clarity on the cards for "Draw a Wall" and "Create a Room." This was done by incorporating video tutorials that clearly showcase how to perform each action, making it easier for users to understand and complete these tasks.
Impact
Testing revealed that concise instructions combined with engaging visuals had a remarkable influence on users' understanding of fundamental software features.
By adopting a design thinking approach in this client-driven internship, our team demonstrated the potential impact of UX design across different fields. Despite having no prior knowledge of the PropTech industry, we successfully minimized the friction for the average user in comprehending the basics of Scribe's available features.
Our client, Patrick Kape, expressed his satisfaction with the extensive user research and the value we provided. He also mentioned that our work would significantly benefit the future of Scribe.
Lessons I Learned
Refrain from assuming the problem space.
As a UX design team, we understood the importance of validating the problem space assigned to us by the client before moving on to any tangible solutions. This step was crucial to ensure that we were designing for the right problem and not wasting time and resources on unnecessary features.
After conducting thorough user testing of the software 'Scribe', we confirmed the problem space. However, it was essential for us to go through this process to avoid the risk of designing a solution that did not need to exist. We believe that taking the time to validate the problem space was a critical factor in the success of our project.
Effective communication can eliminate numerous obstacles.
During my UX design internship, I learned that clear communication was crucial to success with both the client and the user. By communicating effectively with the client, we were able to establish an open and honest dialogue and answer any questions that arose. This transparency increased the client's trust in us, and we provided them with links to our work at every stage of the project.
Within the project itself, effective communication played a significant role in its success. Small changes to the onboarding process and using plain language to communicate the software's features significantly increased the users' understanding and comfort with the software. Through my experience, I found that clear communication was pivotal to the success of the project and helped build strong relationships with both the client and the user.
What’s Next?
Incorporate user feedback to refine software features and functionality.
Embracing user feedback into future iterations of Scribe's software can lead to valuable improvements in features and functionality. Conducting additional testing of these implementations can provide more nuanced insights and help to further enhance the appeal of the software. If the Scribe team values user feedback, leveraging it as a resource for ongoing refinement can drive continued success and user satisfaction.
Investigate integration with other software tools to streamline workflows.
To further enhance the user experience, the team at Scribe could consider integrating adjacent software that complements and enhances the functionality of their platform. For example, the integration of file importing capabilities from other popular design software such as SketchUp could greatly reduce user friction and streamline workflow processes.
By expanding the software's capabilities through strategic integrations, Scribe could position itself as a more comprehensive and versatile tool in the eyes of users. Additionally, this could provide a unique competitive advantage, as users would be able to accomplish more tasks within a single platform, rather than having to switch between multiple tools. Ultimately, the integration of adjacent software is a promising step for Scribe to take in order to further enhance their platform's value and appeal to users.
Navigating complex floor planning software with autonomy and delight.
Navigating complex floor planning software with autonomy and delight.
Role: Contributing Product Designer (with mentorship from a Chief Design Officer)
Timeline: 5 week-long internship for my Springboard UI/UX certification
Constraints: Design team, Work within existing software limitations, Design an onboarding tutorial that is accessible for all users
Impact: 4/5 users found the onboarding cards helpful for understanding the software basics, 4/5 users felt they would be able to effectively use Scribe for their floor planning needs
Business Objective
Apex, a company in the PropTech space, wanted to expand its floor planning software Scribe from B2B to B2C.
The Challenge
Scribe's high bounce rate after sign-up suggested low retention due to users' uncertainty on how to utilize the program.
PropTech combines innovative technologies with traditional real estate models, revolutionizing the industry. According to JLL, the market offers an “unparalleled opportunity” to rethink the built environment. PropTech optimizes operations, increases efficiency, and improves customer experience, resulting in cost savings and revenue growth for businesses.
However, the benefits also extend to the average person, who can navigate real estate decisions using intuitive software. Designing software with the end user in mind is crucial to fully realizing the potential of PropTech. Intuitive, engaging, and friction-free software can make real estate more accessible to everyone.
Discovery
We conducted extensive research on a variety of successful onboarding tutorials to discern the essential elements that made them effective.
Through competitive analysis with existing solutions, it became clear that three key practices were essential for establishing a fruitful onboarding tutorial.
Discovery
To assess and enlist a target audience with minimal prior experience in floor planning, a screener survey was distributed.
To obtain valuable insights from the survey respondents regarding the experiences of the average user, it was crucial to ask targeted questions. The surveys provided an excellent opportunity to clarify the problem space and empathize with the common struggles of end users.
Scribe Test Results
User testing of Scribe revealed a significant lack of understanding on basic tasks as well as additional pain points, confirming the client's suspicions.
Through our usability testing, we discovered that users faced significant challenges when attempting to carry out initial tasks in the software, such as drawing a wall and creating a room. The difficulties stemmed from a lack of visual aids, confusing iconography, and software glitches. Our findings highlighted the importance of addressing these issues in order to improve the onboarding experience and increase user understanding and engagement.
The usability testing revealed
Users emphasized the importance of better guidance when drawing a wall or creating a room
Users were confused by several elements of the UI, specifically elements pertaining to the iconography
Users reported technical issues with Scribe, which is important to address for the overall UX
Synthesis
The team performed a rigorous affinity mapping process of the usability tests, in which additional points of friction were discovered.
After uncovering the primary pain points during user testing, affinity mapping revealed additional areas of concern. I compiled a report that distilled and organized our findings, presenting them to the client. I emphasized the importance of exploring the three other categories for future UX improvements and reassured them that our research could serve as a starting point for future revisions beyond the current project goals.
High Fidelity Designs
The high-fidelity designs aimed to streamline Scribe's UI and onboarding process with engaging visuals and typography for all users.
The high-fidelity designs aimed to make the creation and viewing of floor plans in the interactive 3D model easily accessible and understandable for users of all skill levels. To achieve this, the team prioritized clear written instructions and eye-catching visuals, streamlining the onboarding process.
High Fidelity Test Results
A second round of testing revealed an overwhelming turnaround on user understanding and task completion.
The high fidelity prototypes' testing revealed the effectiveness of breaking down complex concepts into easily understandable parts. All users were able to complete the tasks with ease, despite any limitations imposed by the prototypes, which were clearly communicated. As a result, the software's learning curve was considered very low by all users.
The usability testing revealed
4/5 users found the learning curve of the tutorial to be very straightforward and easy to understand
A few users felt they could use a bit more guidance during certain parts of the onboarding process
Users also expressed curiosity regarding the software's additional features and whether they would be explained in the future
High Fidelity Design Revisions
The final designs prioritized incorporating user profiles tailored to individual needs and clarifying specific onboarding aspects.
The second round of testing proved to be a significant breakthrough for Scribe's development. The user testing provided valuable feedback and allowed us to address the main points of friction of drawing a wall and creating a room, which were causing confusion among users.
Thanks to these results, we were given the opportunity to refine the existing onboarding tutorial to provide a better experience for the users.
User profiles based on alternate use cases provide granularity for those interested in learning advanced features of Scribe.
One of the key revisions made to the onboarding tutorial was at the beginning, where we added specific user profiles for varying levels of technical knowledge. This was done to ensure that the onboarding experience would be customized to each user's level of experience and familiarity with the platform.
By accommodating both novice users and those curious about the more advanced features, Scribe could provide a more intuitive onboarding experience that would cater to the needs of all users.
Further refining the typography and visuals of the onboarding cards eliminates any potential friction.
We also made another significant revision to the onboarding experience, which was to create even more clarity on the cards for "Draw a Wall" and "Create a Room." This was done by incorporating video tutorials that clearly showcase how to perform each action, making it easier for users to understand and complete these tasks.
Impact
Testing revealed that concise instructions combined with engaging visuals had a remarkable influence on users' understanding of fundamental software features.
By adopting a design thinking approach in this client-driven internship, our team demonstrated the potential impact of UX design across different fields. Despite having no prior knowledge of the PropTech industry, we successfully minimized the friction for the average user in comprehending the basics of Scribe's available features.
Our client, Patrick Kape, expressed his satisfaction with the extensive user research and the value we provided. He also mentioned that our work would significantly benefit the future of Scribe.
Lessons I Learned
Refrain from assuming the problem space.
As a UX design team, we understood the importance of validating the problem space assigned to us by the client before moving on to any tangible solutions. This step was crucial to ensure that we were designing for the right problem and not wasting time and resources on unnecessary features.
After conducting thorough user testing of the software 'Scribe', we confirmed the problem space. However, it was essential for us to go through this process to avoid the risk of designing a solution that did not need to exist. We believe that taking the time to validate the problem space was a critical factor in the success of our project.
Effective communication can eliminate numerous obstacles.
During my UX design internship, I learned that clear communication was crucial to success with both the client and the user. By communicating effectively with the client, we were able to establish an open and honest dialogue and answer any questions that arose. This transparency increased the client's trust in us, and we provided them with links to our work at every stage of the project.
Within the project itself, effective communication played a significant role in its success. Small changes to the onboarding process and using plain language to communicate the software's features significantly increased the users' understanding and comfort with the software. Through my experience, I found that clear communication was pivotal to the success of the project and helped build strong relationships with both the client and the user.
What’s Next?
Incorporate user feedback to refine software features and functionality.
Embracing user feedback into future iterations of Scribe's software can lead to valuable improvements in features and functionality. Conducting additional testing of these implementations can provide more nuanced insights and help to further enhance the appeal of the software. If the Scribe team values user feedback, leveraging it as a resource for ongoing refinement can drive continued success and user satisfaction.
Investigate integration with other software tools to streamline workflows.
To further enhance the user experience, the team at Scribe could consider integrating adjacent software that complements and enhances the functionality of their platform. For example, the integration of file importing capabilities from other popular design software such as SketchUp could greatly reduce user friction and streamline workflow processes.
By expanding the software's capabilities through strategic integrations, Scribe could position itself as a more comprehensive and versatile tool in the eyes of users. Additionally, this could provide a unique competitive advantage, as users would be able to accomplish more tasks within a single platform, rather than having to switch between multiple tools. Ultimately, the integration of adjacent software is a promising step for Scribe to take in order to further enhance their platform's value and appeal to users.