Holistic service design – A case study

This article was originally shared on - https://www.yujdesigns.com/holistic-service-design-a-case-study/


An introduction to SCM

Understanding the pain areas and challenges

Supply chain management (SCM) is the management of the flow of goods and services. Supply chain starts with the delivery of raw materials from a supplier to a manufacturer and ends with the delivery of the finished product or service to the end consumer. Planning a trip of delivery is easy but revenue recovery challenge starts when the trip ends.

As system thinkers, we investigated all touch points and identified critical gaps in processes, technology, roles and communication. We concluded the entire process had a lot of friction points, especially in collecting and verifying the proof of delivery (POD), negotiating charges and generating invoices. A major issue in the current product was delay in completing the tasks due to numerous action items. Important actions would be hidden among other recently added items. Delays in delivering invoices was another problem.

We proposed to redesign the digital UX for the client and also provide them practical ideas across processes, people and communication problems. The main objective of redesigning the application was to plug the leaks in revenue collection.

The Solution

How we did it

We redesigned the application to allow for visibility and focus on the most important tasks. We made the charge negotiation process easy by increasing transparency among team members on the agreed charges and simplifying the charges interactions while providing an overall view of total charges. We also redesigned invoice acceptance and delivery confirmation pages.

The colour palette was revamped to support these goals while reinforcing the brand identity. We redesigned the existing Proof of Delivery(POD) form by grouping relevant fields together, which cut down the chances of error and guide the external users to fill the details properly.

Business Benefits

UX: The backbone of business conversions

Providing user experience is not just about providing useful information in an engaging and pleasing way. It is the best solution to embrace when looking for long-term business growth and success. Here are some of the benefits of the serious UX we delivered.

• We eliminated delays
• The redesigned application had a direct positive impact on revenue recovery.
• The application helped to track fleets and obtain real time information on movement.
• It considerably reduced the POD recovery, invoice generation and revenue settlement time.

Learn more about how YUJ Designs is helping other businesses.

About:
YUJ Designs is one of the top ux design studio in India providing consultancy as well as end-to-end solutions to B2B & B2C Fortune 500 enterprises

How to Ace a Design Test

This article was originally shared on — https://www.yujdesigns.com/how-to-ace-a-design-test/

Hiring the right talent, a good designer is a crucial step in a UX design studio’s path to success. This process is deeper than judging the designer from a promising portfolio. There are many parameters other than the design portfolio that help studios take the right decision.

Nonetheless, the presented work of a designer is equally important. The other parameters are how you work, think and approach problems. What is your work style? Are you a team player, do you perform well under pressure? How do you tackle challenges? And so on.

The best way to be aware of a designer’s skills is to observe the designer tackle challenges and solve problems in a hypothetical scenario. This is a beneficial, common ground for both the studio and the candidate as well.

An interview is an exercise to better understand the candidate as a person, and asking;

• Can we work together and produce incredible design together?
• Will you add value to our team?

Whereas, a design test is to judge the designer’s performance in a mock test. This article does not include all the interview tricks of a seasoned employer. Yet we do know when it comes to solving the design test, the following information can definitely help you in your next interviews.

What is a design test?

The design test is basically a method companies use to gauge the candidate’s thought process and work ability in a mock scenario. This makes it easy for them to decide if you are the right fit for the job.

Why a design test is necessary?

• Design has become a high value job, and with that comes high risk.
• Design tests act as a measure of trust for both parties – candidates as well as companies.
• These tests are not to judge the person but how capable they are to practically apply the skills.
• People fail to demonstrate the skills in case of no design test.

Let’s look at some suggestions that will help you prep for the design test.

PRE-DESIGN TEST

Basic hygiene to keep in mind before a design test

1. Go through the UCD- HCD Methodology thoroughly.
2. Read the job description thoroughly and be prepared of what competencies they are testing you for.
3. Practice the UCD process on a sample test to be able to complete the exercise in 4hrs, 8hrs, 10hrs respectively.
4. Ask questions (to the recruiter, interviewer). If any, set the presentation copy before hand. e.g. – Brief outline/ Project Description. Problem. Background. Solution.
5. Have a goal oriented and open mindset to be able to come up with a creative and innovative solution.

DURING-DESIGN TEST

State of mind during a design test

1. Plan and divide your time and give certain number of hours for each task
2. Understand the problem well. List down User Goals, Business Goals and Design Goals.
3. Lists down tasks (Critical, Frequent, Important, Dependent) and their scenarios
4. Because you will not be able to do an actual user research, do a quick desk research.
5. Analyse web trends, competitive and market.
6. Understand and list down business, design & technology constraints.
7. Create user personas (understand users’ mental model, needs, motivations, frustrations, likes- dislikes, preferences).
8. Create the grid & design sketches/wireframes/mock-ups.
9. Present in a succinct and crisp way.
10. Give the proper rationale for your designs and thought process.
11. Review the design test in case of any typos, grammatical mistakes, etc.

POST-DESIGN TEST

Things to do after a design test

1. Read more on the topic to get you prepared for the QnA round
2. Reflect and write down your learnings and what you could have done better
3. Be open to feedback and criticism. Always remember the person will be judging the design and not your capabilities.
4. Give yourself a pat on the back and be prepared for many such journeys in the future. Focus on growth mindset.

Hope this article helps you in preparing for your next design test. Do recommend this article to designers prepping for interviews.

About:
YUJ Designs is one of the top ux design studio in India providing consultancy as well as end-to-end solutions to B2B & B2C Fortune 500 enterprises

The designer’s guide to AI-driven UX

This article was originally shared on - https://www.yujdesigns.com/the-designers-guide-to-ai-driven-ux/

Artificial Intelligence (AI) In brief, AI is the development of computers capable of tasks that typically require human intelligence. For example, speech recognition, problem-solving, learning and planning. There is a noticeable mind-shift. These days, laundry and grocery lists are being ordered by talking to a speaker from home. AI is moving fast. Although this experience doesn’t need to be fearsome.

Let’s understand few of the original goals of AI –

• Simulating higher function of the brain
• Programming a computer to use general language
• A way to determine and measure complexity of a problem
• Self-improvement

Emerging dominant functions
Applications of AI

Design moves around people and is here to make our lives easier. AI has a similar function at the core of creating better experiences for users, with the help of better technology.

• Machine learning: Using example data or experience to refine how computers make predictions or perform a task.
• Deep learning: A machine learning technique in which data is filtered through self-adjusting networks of math loosely inspired by neurons in the brain.
• Supervised learning: Showing software labeled example data, such as photographs, to teach a computer what to do.
• Unsupervised learning: Learning without annotated examples, just from experience of data or the world-trivial for humans but not generally practical for machines. Yet.
• Reinforcement learning: Software that experiments with different actions to figure out how to maximize a virtual reward, such as scoring points in a game.
• Artificial general intelligence: As yet nonexistent software that displays a humanlike ability to adapt to different environments and tasks, and transfer knowledge between them.

Evolution of UX/ customer experience
Contribution to the human experience in future

Customer experience has evolved through the years, it has gone beyond the digital screens. However, by using the right AI tools, one can gain more control over every aspect of the experience. A connected digital and physical experience. Implementing the right AI solution provides the means of driving visitors to make decisions and take actions faster, better, eliminating your most time-consuming tasks. And this, of course, enhances the all-important factor in customer experience: the human touch.

The process of designing meaningful AI-driven products or services comes with many challenges. As AI and tech continue to disrupt our lives in many ways, insights in how we might humanize certain experiences become increasingly important.

Future of Design = AI + UX
Better technology can provide, better customer experience.
In the coming future, UX design studios should consider shifting their outlook towards the technology as a partner rather than a revolution and being swayed by it. Develop a harmonious approach towards designing a harmonious human–machine interaction.

What do designers want?

The community of designers around the world have a dream. A shared dream. One where everyone has irrefutable respect for them. A place where they get ample creative freedom. A place where they get paid worthy of their services! The dream isn’t very far though.

Design is fast becoming the force to reckon with. And is finally getting the appreciation and attention it deserves. Getting aligned to the roles and responsibilities of a designer as seen from an overview, from a business (UX Design Studio) perspective and as a crucial part in the bigger scheme of things is important.

Just like how each player on a football team plays an equally important role.

See it, to Believe it.

To keep this state of euphoria alive, designers need to pass on these pearls of wisdom to their colleagues and counterparts as well. Any two departments can work best, once they understand how each team works. We believe mutual respect and liberty in problem solving are the starting points of a great co-working relationship.

Listen to your teams. Understand their work styles. And work out the best winning strategy.

Listen. Empathize. Respond.

This is the only mantra, we believe designers would expect their colleagues to master when it comes to working together. A wise man once said if you want to see a change in the world, change yourself. If you want a global change, start local. Start with yourself.

Goal-oriented, focused efforts with the power of collaboration are a definite success formula.

Good design is all about a set purpose. Intended for an audience who are going to benefit from the solutions. On a larger level, designers focus on well-informed designs that are the best possible solutions addressing business and user goals. Adding value to the overall service the design team provides in collaboration with other departments. On an individual level, what designers want is quite simple.

1.  In order to create truly great experiences, and become a good designer, one has to let go of the constraints. A variety in the projects, helps sharpen their skills. Broaden their understanding of various domains.

2.  Designers flourish in environments that provide freedom and autonomy to take design decisions. Systems where they can expand their skillsets and be better at their core skills.

3.  Designers want to be challenged at work. They aspire to work on projects that will test their capabilities and help them push their boundaries. They seek constant possibilities to gain more knowledge.

4.  Any ambitious designer prefers to work in an environment where there is scope for growth. A place where she/ he can explore and widen the skills in order to transform into a future ready designer. An eco-system where designers can develop their business acumen, strategic mindset, project management knowledge etc. to help them advance in their careers.

5.  In a top UX design studio, creativity and productivity are the key factors for an environment fit for the design team. In order to inspire the teams and drive growth, happiness of the employees at workplace becomes an imperative in business. The designers should feel they are adding value to the workplace, making an impact and leading the organization ahead.

The day a designer lands job at a UX design company that fulfils all these criteria, she/ he will become the best recruit, a happy employee delivering high results.

According to Deloitte’s Global Human Capital Trends,

A productive, positive employee experience has emerged as the new contract between employer and employee.

Happiness levels of employees increase the overall productivity, solidifying the belief that happy designers should be at the top of every design studio’s agenda. With the backdrop of today’s work stress, more and more designers have become picky and are turning down job offers trading it for the places where they are more likely to feel happy, challenged and get inspired. UX design studios should take a note, and make their workplaces future ready for the employees by understanding exactly what is it that they want.

What Is Bad UX & How To Fix It On Websites?

This article was originally shared on - https://www.yujdesigns.com/what-is-bad-ux-how-to-fix-it-on-websites/

What is User Experience?

The User Experience term has gained enough traction in the business world. This is a good time to clear any misconceptions about User Experience of a website and its effects on the business returns. Before we dive into the good and the bad side of the website experience, let us revisit what is user experience. Experiences are those that usually revolve around what we expect from the environment that we’re in. If you are looking at a website, you will have certain needs and expectations from the website. You will want the website to answer some of the questions you have, gain information about the company, their work, or take a look at the available options to buy from etc.

Websites can be of different natures. E-commerce, corporate websites, websites for services and for a series of products, personal branding etc. Each website offers you a different ecosystem. Designing User Experience for these websites means designing UX for these respective ecosystems. Starting with understanding the users’ expectations and needs in that environment are important. If the businesses communicate and promote their offerings to the end users in the language they understand and can thrive on it, it is called good UX design. If and when there’s a gap in alignment of the design decisions to the business goals, that leads to bad UX.

How to identify or measure if your website has bad UX

There are mixed approaches that one can opt for. To name a few - quantitative approach, qualitative approach and data analytics.

The Quantitative Approach + Data Analytics:

Data analytics, which can answer questions like which are the pages that people visit often? And spend more time on? Which functions are being used more? What is the bounce rate? And quantitative research that provides information about traffic sources, website visitors’ demographics etc.

The Qualitative Research:

Through this approach it becomes easier to understand the mental model of the user. This method helps us understand the psychodynamics of the end users. Their expectations, needs, their preferences, likes, dislikes and their frustration points. This data helps us pre-empt the behaviour of the user and design an experience in a more efficient way.

These research methodologies together, can help you in determining whether the UX of your website is Good or Bad. An amalgamation of both research styles is important to build a strong design strategy to bring good UX to the end users. Good UX in turn, means good ROI for the business. Needless to say, Bad UX has its negative effect on the business growth. This research should be done periodically, at least quarterly, to stay relevant with the changing markets.

How to fix bad UX

1. Understand the reasons behind bad UX
2. Employ user centric design methodology to understand the stakeholders’ vision. Derive design goals from the above data.
3. Help the customers understand the concept of users possessing a specific mental model. e.g.- A hospital as per their goals and ambitions will have a different set of users on their website.
4. Understand user goals. Their expectations from a website like this. Become mediators between the business needs and the user needs.
5. Test the designs. Make formative corrections.

Make the most of this process, periodically. As it happens, many times the vision of the business stays the same but the market conditions change. This approach is important in keeping up with the changing factors and still deliver a good user experience.

Common UX mistakes a company makes while developing their website

1. Designs that do not reflect the business vision
2. Not establishing a process and science behind the design efforts
3. To fail to provide the information users are looking for
4. User-hostile messages that take over users’ screens
5. Lack of consistency in terms of design language
6. Lack of ease of use

These are some of the most common mistakes. It is highly important to understand that the fundamental goal of UX design is to help manifest the business goals.

About:
YUJ Designs is one of the best UX Design company in India providing consultancy as well as end-to-end solutions to B2B & B2C Fortune 500 enterprises

How should product managers and UX designers work together?

A well-designed product can make or break a business. User experience design is the essence of this turnout. One cannot afford to be ignorant about this profession anymore.

It is not enough that we build products that function, that are understandable and usable, we also need to build products that bring joy and excitement, pleasure and fun, and, yes, beauty to people’s lives. - Don Norman

Don Norman, beautifully captured what user experience design should be. UX encompasses all aspects of the user’s interaction, communication with the brand, its offerings, its products, and the complete end-to-end experience. In order to achieve a good ROI, it is essential to deliver serious UX design for the top UX Design Studios.

How do you identify a serious UX design?

Here are a few pointers that can help:

•    Aesthetics. Is it good-looking? Pleasing to the eye?

•    Utility. Does it solve the user's needs?

•    Ease-of-use. Is it user-friendly?

•    Relevance. Is it relevant to the user?

To design a great user experience one requires time, effort and empathy. Above all, a talented design team that performs well. While there are different roles within the design team, all UX practitioners contribute to creating products that provide meaningful and relevant experiences for users. It is important that UX professionals work together well to launch successful products. UX designers are involved in almost every process right from ideation till delivery of the product. The same is the case with product managers. To understand their co-relation better, let’s take a look at what a UX designer and a product manager do.

UX Designer. The Thinking Hat.

User interface design skills, User-centered design thinking and visualization skills are among some of the basic requirements of a UX designer. Customer experience mapping and information architecture awareness are quite important too. A UX designer should be able to identify salient points and compile the information in order to design solutions to fulfill the user’s needs. Ability to visualize solutions before one is built byways of measuring progress and success is important.

Product Manager. The Go-to-Person.

To start with, the product manager guides a cross-functional team through the entire strategic product lifecycle, from ideation and strategy to development, iterations, ongoing optimization, and development. The role often also includes contributions to understanding business goals and pricing strategy. In other words, the product manager is basically the go-to point person for any product-related decisions. Product managers are responsible for both, solving day-to-day problems and meeting short-term and long-term customer-business objectives.

Integration in Teams. An alliance leading to a better product.

Alliances among design teams, here in case of product managers and UX designers, allow you to break down barriers. To achieve successful delivery of seamless customer experience. It is crucial to learn how to best complement each other and boost the overall performance of the team. When product management and UX work closely together at the early stages of product development, the results turn out to be far better.

In order to establish, harmony among their design teams, UX design studios can follow this simple action plan -

1.  Familiarize yourself with the work methodologies and common practices.

2.  Mutually agree on the timelines

3.  Understand the communication preferences better

4.  Build a rapport with each other

5.  Regular exchange of feedback and intermittent meetings

The health of a collaborative relationship between your product managers and UX designers will predict the success of your project.