UX/UI Case Study
Canadian Mortgages Inc.
This UX case study focuses on the improvement of the CMI (Customer Management Interface) dashboard, a web-based application used by CMI staff to manage and monitor customer interactions, sales data, and performance metrics. The objective of this project was to identify redundancies, pain points, and opportunities for improvement within the dashboard, with the ultimate goal of enhancing usability and user satisfaction.
Goal: The primary objectives of the CMI dashboard improvement project were as follows:
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Identify and address redundancies and pain points within the dashboard.
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Streamline the navigation and user journey to improve task efficiency.
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Reduce user fatigue and frustration.
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Incorporates best practices and optimizes the user experience.
Research and Discovery:
To gain insights into the current pain points and opportunities for improvement, the following research activities were conducted:
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Information Architecture and UX Audit: Examined the existing information architecture and performed a UX audit to identify any errors and assess the alignment with best practices. This step helped identify areas that required improvement and provided a foundation for subsequent research.
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User Interviews and Observations: Conducted interviews with CMI staff members from various roles and permissions within the dashboard. Participants were asked to perform tasks while sharing their screens and speaking aloud about their experiences. This approach aimed to capture pain points, errors, and any difficulties encountered during task completion.
Design and Iteration:
Based on the insights gained during the research phase, the design team proceeded with the following design and iteration process:
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Restructuring Navigation and User Journey: Analyzed the information architecture and user journey maps to identify opportunities for streamlining the dashboard experience. Redefined the navigation structure to eliminate unnecessary clicks and reduce time spent searching for different pages. Ensured a logical and intuitive flow for common tasks performed by CMI staff.
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Wireframing and Prototyping: Created low-fidelity wireframes to visualize the proposed changes in the dashboard layout and structure. Conducted iterative feedback sessions with CMI staff members to validate the wireframes and gather their input on the proposed improvements. Incorporated their feedback to refine the wireframes and ensure they align with user requirements.
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Usability Testing and Iteration: Conducted usability testing sessions with a representative group of CMI staff members to validate the redesigned dashboard. Participants were asked to perform common tasks within the dashboard while their interactions and feedback were observed. The insights gathered from these sessions were used to identify any remaining pain points or areas for improvement. Iterations were made to address the identified issues and refine the dashboard further.
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Results:
The improvements made to the CMI dashboard resulted in several key outcomes:
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Elimination of redundancies and pain points: Through the restructuring of navigation and user journey, unnecessary clicks and time spent searching for different pages were reduced, resulting in a more streamlined and efficient user experience.
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Improved task efficiency: Staff members reported that the optimized navigation and user journey enabled them to complete their daily tasks more quickly and with fewer errors, reducing user fatigue and frustration.
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Incorporation of best practices: The UX audit helped identify and incorporate industry best practices, ensuring that the dashboard followed usability and design guidelines, leading to a more intuitive and user-friendly interface.
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User satisfaction: The feedback from CMI staff members during the usability testing sessions indicated a high level of satisfaction with the improved dashboard. They appreciated the enhanced usability and efficiency, which positively impacted their productivity and overall experience.
Conclusion:
In conclusion, the redesign of the CMI dashboard successfully addressed redundancies, streamlined navigation, and incorporated best practices, resulting in a more efficient and user-friendly interface for CMI staff. The restructuring of the dashboard's information architecture and user journey maps eliminated unnecessary clicks and reduced search time, enhancing task efficiency and reducing user fatigue. Usability testing and iterative improvements ensured that the redesigned dashboard met user requirements and resulted in high user satisfaction. Overall, the improvements made to the CMI dashboard have significantly enhanced the user experience, improving productivity and overall usability for CMI staff.