Revamping the review workflow
→ End-to-end research
→ Internal review tool redesigned
→ 2022
About
Oppia Foundation is a non-profit online learning platform that provides a novel and engaging approach for under-resourced learners around the world. The contributor dashboard facilitates translation and review of classes from English to local languages.
I led the research and redesign of the internal review system to improve the workflow efficiency, increasing the activation & completion rate.
Impact
Before
After
Challenge
Low review throughput & engagement.
As we grow, the demand for reviewing increasing topics and tasks intensifies. The former contributor dashboard procedures resulted in significant work delays and contributor turnover. In 2022, our mission is to revamp the contributor dashboard, making it efficient, captivating, and user-friendly for our contributors.
My role
I led the end-to-end
research and redesign of the internal review system to improve the review workflow, including the Homepage, Task page, and Card page.
I worked alongside a UX Writer, Product Manager, 2 Tech Leads and 20+ internal users.
The solution
Overview of the redesigned experience
The New Dashboard
To give our contributors a sense of engagement and fulfillment in Oppia community.
I visualized the impact they’ve created as a “thank you” letter and prompted new translation opportunities whenever they log back in. I also proposed to start a new badge system to motivate our contributors to work on more task and gain values.
Goal-oriented Task Page
To provide reviewers with a smoother workflow they can quickly initiate a new task or continue the WIP.
I designed the new task page in the list view showing the lesson index under each specific topic. Along with the filter, pinning button, and intuitive progress bar, locating and prioritizing tasks is no more a painful scavenger‘s hunt.
Contextual Card Page
To help our contributors contextualize the task with a high level understanding of the current work.
I designed the new card page with a table of content on the left bar including a toggle where the contributors can choose 2 modes - the focus mode to only see the job-to-be-done and the contextual mode to navigate back through all tasks.
How I got there
KNOW WHY & WHO
Before I started to design anything, I want to make sure I cover all kinds of user groups and under which scenarios they will be using the dashboard.
User research
Start from the user
I kicked off the process with User Interview because I wanted to make sure the design decision is aligned with users’ needs. After talking to internal users, I realized the problem was more complicated than I expected. This is because Experienced users and New users have different expectations when they log in to the dashboard.
Experience audit
Key insights
Keeping the nuanced expectations in my mind, I started a comprehensive experience review of the current experience and found some key issues of the existing design.
Reframe the problem
Poorly designed navigation and visual cues caused the review friction of locating and prioritizing the tasks need to be done.
How might we guide the reviewers to determine the priority level of the tasks so that they can quickly facilitate the work?
Iterations
The Recording for Monitoring feature
The Recording for Monitoring feature is where our app’s core functionality comes to life. Users engage with the app through daily voice journals, designed to be brief yet effective, capturing essential data points for mental health monitoring.
Lack priority
No visual hierarchy to indicate the importance of the top work nor necessary information give the reviewers no clue of where to start the work.
Old Task Page
Sort by Date
I ranked the tasks in the order of the publish date, and assign the priority label to the more urgent tasks, and use the pinned section on the top for our users to smoothly get back to WIP.
Cons
But it lacks CTA for the reviewer to start a new task and make the dashboard lowly automated.
Iteration 1
Sort by Progress
I designed the 2nd solution showing the quantified progress for reviewers to decide what to work on. Along with the pinned tasks to make it easier for the reviewer to continue the work.
Cons
Lack of visual hierarchy on the different tasks + extra effort scrolling down
Iteration 2
Final decision
Solution: New task page
1. Using the status of task as CTA to help review take more specific actions
2. Provide the reviewers with the information such as who is directly responsible for the project so they can communicate about the process and revise suggestions.
3. Optimized the clarity through data visualization
Solution highlights
Before I started to design anything, I want to make sure I cover all kinds of user groups and under which scenarios they will be using the dashboard.
New Dashboard Home
Dynamic Banner
Dashboards are used for proving the most relevant and timely information.The plug-and-play banners were perfect for reviewers. Informing the user of key improvements, alerts, or anything that needed to grab their attention could be done using these banners.
Progress visualization
The metric shows a breakup of various sources contributing to the overall number.
Information such as percentage increase/decrease lets the reviewer know if there is an improvement or not.
New Review Task Page
New Review Card Page
Learnings
USER
is the center of design.
The interview with the end user in the early stage informed me of different approaches to address “Engagement”. Always actively listen to what user actually want.
COMMUNICATION
is the key.
Through the feedback sessions with different stakeholders , I learned how to communicate my design rationale behind my human-centered approach in a more effectively way.
LEADERSHIP
plays a role in design.
As the lead designer who is fully responsible for this project, I need to organize feedback session both with product manager and end users. In the process, I learned the significance of taking the initiative.
© Cassie L. 2024
