UX Case Study: Debit System
ROLE: UX RESEARCHER/UX Designer
Background & Context
Overview of the Current Token Payment System
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Challenges Faced by Family Members Sending Funds to Incarcerated Members
Family members encounter various challenges while using the current token payment system. These challenges may include complex procedures, lack of transparency, and difficulties in coordinating with other family members to contribute funds.
Importance of Streamlining the Process
Streamlining the token payment system is crucial to alleviate the challenges faced by family members and incarcerated individuals. An optimized and user-friendly system will improve efficiency, reduce transactional friction, and enhance overall user satisfaction.
Identified Pain Points in the Existing System
The current system has been found to have pain points such as confusing user interfaces, unclear instructions, and limited support channels. These pain points result in user frustration and hinder smooth transactions.
User Feedback and Complaints
User feedback and complaints have highlighted issues with delayed fund transfers, lack of real-time updates on transactions, and difficulty in verifying payments. Addressing these concerns will significantly enhance the user experience.
Understanding the Specific Needs
To improve the token payment system, it is crucial to empathize with the specific needs of incarcerated individuals and their families. Providing a secure and efficient payment process will ensure peace of mind for families and accessibility to essential items for inmates.
Business Goals and Objectives
Company Objectives Related to the Payment System
The company aims to refine the token payment system to become a more user-friendly and transparent platform. By reducing complexities and improving communication, the goal is to create an efficient system that benefits both family members and incarcerated individuals.
Metrics to Measure Success
Key Performance Indicators (KPIs) to measure the success of the refined system include
Transaction Success Rate
User Satisfaction Scores
Average Transaction Time
In the User Research phase of the UX refinement project, a variety of methodologies were employed to gather valuable insights from family members who interacted with the current token payment system. The chosen methodologies allowed the design team to understand user behaviors, pain points, and preferences, ultimately guiding the improvements to the system.
Methodologies
Interview
One-on-one interviews were conducted with family members to delve deep into their experiences while using the existing token payment system. These interviews provided qualitative data, enabling the team to identify specific pain points, frustrations, and needs that users encountered during the payment process.
Survey
Online surveys were distributed to a broader audience of family members to collect quantitative data on their overall satisfaction with the current system. The survey responses helped in identifying common patterns and gathering statistical data on user preferences and pain points.
Observation
Observational research involved the team members observing users in real-time as they interacted with the token payment system. By observing users in their natural environment, the team could uncover user behaviors and pain points that might not be evident through interviews or surveys alone.
User Testing Sessions
In addition to usability testing, dedicated user testing sessions were conducted with a select group of family members. These sessions provided an opportunity for users to interact with prototypes of the refined system, allowing the team to gather direct feedback on the proposed improvements.
Data Analysis
After collecting data from interviews, surveys, observations, and user testing sessions, the design team performed extensive data analysis to identify common themes and pain points. The data analysis process helped in uncovering key insights and validating assumptions made during the UX design process.
Persona Implementation
Meet Joe, the Family Member, the primary persona at the heart of our UX refinement project. Joe is a dedicated and caring individual with a strong desire to stay connected with his incarcerated brother. As the main user of the stamp system for sending messages, he seeks an efficient and emotionally fulfilling experience throughout the journey.
Empathy Mapping
n the UX empathy mapping process associated with Joe, the Family Member, we aim to gain a deeper understanding of his emotions, needs, and pain points throughout his journey of sending messages with the stamp system. By putting ourselves in Joe's shoes, we can empathize with his experiences, challenges, and motivations, leading to valuable insights that will guide the refinement of the user experience. Through this empathetic approach, we strive to create a more compassionate and user-centric messaging platform that fosters emotional connections and provides seamless support for Joe and others in similar situations, enabling them to stay connected with their incarcerated loved ones with greater ease and fulfillment.
Journey Mapping
Discover the essence of journey mapping in Securus Technologies' design process. Journey maps shed light on the complete experiences of friends and family customers, unveiling pain points and fostering seamless communication solutions that build enduring connections.
User Flow: Adding Stamps
The user flow chart illustrates the step-by-step journey of Joe, the Family Member, as he interacts with the stamp system to send messages to his incarcerated brother. This visual representation outlines the sequence of actions and decision points in Joe's messaging journey, providing a clear and comprehensive understanding of the user experience. By following the flow chart, we can identify pain points, opportunities for improvement, and areas where user interactions can be streamlined and optimized. The user flow chart serves as a valuable tool in refining the messaging platform, ensuring a seamless and emotionally fulfilling experience for Joe and other users, while facilitating meaningful connections with their incarcerated loved ones.
Usability Testing
Objective
The objective of this usability test is to evaluate the user experience of Joe while using the stamp system to send messages to his incarcerated brother. The test aims to identify any pain points, challenges, or areas of improvement in the messaging journey.
Scenario
Imagine that you want to send a heartfelt message to your incarcerated brother using the stamp system. You have recently acquired stamps for messaging purposes. Throughout this test, please share your thoughts, feedback, and any difficulties you encounter.
Tasks
1. Was the process of logging in and navigating to the messaging interface straightforward and intuitive?
2. Did you find it easy to compose and preview the message before sending?
3. Were the guidelines for composing messages clear and understandable?
4. Were you able to find the notification confirming the successful delivery of the message?
5. How did you feel about the stamp deduction process for sending the message?
6. Did you encounter any difficulties or challenges during any phase of the messaging journey?
Questions
1. Was the process of logging in and navigating to the messaging interface straightforward and intuitive?
2. Did you find it easy to compose and preview the message before sending?
3. Were the guidelines for composing messages clear and understandable?
4. Were you able to find the notification confirming the successful delivery of the message?
5. How did you feel about the stamp deduction process for sending the message?
6. Did you encounter any difficulties or challenges during any phase of the messaging journey?
Significance of Optimizing the Procedure
Streamlining the token payment system is crucial to alleviate the challenges faced by family members and incarcerated individuals. An optimized and user-friendly system will improve efficiency, reduce transactional friction, and enhance overall user satisfaction.
Scoring: Low 1-5 High Response Scale)
Logging in and navigating to the messaging interface.
Composing and previewing the message before sending.
Understanding the guidelines for message composition.
Finding the notification confirming the successful delivery of the message.
Managing the stamp deduction process for sending the message.
KPI (Key Performance Indicators)
Task Success Rate
Time on Task
Error Rate
User Satisfaction (e.g., SUS - System Usability Scale)
Learnability
Efficiency
Effectiveness
Retention/Attrition Rate
System Performance Metrics
User Feedback and Comments
Wire Frame Mock Ups
1. Chat Support
Users like Joe can now access real-time chat support directly from the profile page. This feature offers a convenient way for Joe to seek assistance, ask questions, and resolve any issues related to the stamp system and messaging journey.
Edit Profile
The "Edit Profile" tab grants Joe the ability to update and modify his profile details, such as contact information, password, and notification preferences. This ensures that his account information is up-to-date and tailored to his preferences.
Notification Settings
The new "Notifications" tab allows Joe to customize his notification preferences for various events related to the stamp system. He can choose to receive notifications for message delivery confirmations, stamp balance updates, and other important system alerts.
Consolidated Security Settings
In addition to usability testing, dedicated user testing sessions were conducted with a select group of family members. These sessions provided an opportunity for users to interact with prototypes of the refined system, allowing the team to gather direct feedback on the proposed improvements.
Securus Service Settings
With individual service settings, Joe can customize preferences for specific services offered within the stamp system. For example, he can manage settings for commissary funding, messaging, and other related services, ensuring a personalized experience for each aspect of the platform.
Next Steps …
Conclusion
In conclusion, the UX refinement project for the stamp system's messaging journey has made significant progress in enhancing the user experience for Joe, the Family Member, and other users like him. Through comprehensive research, usability testing, and empathetic understanding, we have identified pain points, needs, and motivations crucial to Joe's messaging journey.