Overview

This project at CompanyCam aimed to evaluate and enhance the information architecture (IA) for both our web and mobile applications. Collaborating with a product designer, a senior manager of design, and our CEO, we used Sophia Prater's Object Oriented UX (OOUX) methodology to propose a new IA structure. This initiative was crucial for improving the user experience and ensuring that our content and navigation were intuitive and efficient.

Problem Statement

The existing IA of our web and mobile applications was becoming increasingly cumbersome, leading to user frustration and inefficiencies. Outside of feature requests for new functionality, the biggest request we heard from customers was to improve how things were laid out. After years of adding new features to the UI without considering the relationships between features, our interface had become clunky and siloed. Our goal was to thoroughly evaluate the current IA, identify pain points, and propose a new structure that would streamline user interactions and improve overall usability.

Users & Audience

The primary users of our web and mobile applications included a diverse group of individuals who relied on our platform for various tasks in the home services and construction industries. Our objective was to create an IA that catered to both novice and experienced users, ensuring that information was easily accessible and logically organized. We learned that larger companies wanted us to focus on novice users because they were trying to quickly onboard new members to their company processes, and smaller companies wanted us to cater to the power users, which they are.

Roles & Responsibilities

As the leader of the design and research team, I collaborated with my product designer, Elizabeth, our senior manager of design, Jordan, and the CEO, Luke. My responsibilities included conducting user research, mapping the existing IA, identifying areas for improvement, and developing proposals for the new IA using the OOUX methodology. I also facilitated workshops and feedback sessions to ensure alignment and buy-in from all stakeholders.

Scope & Constraints

The project involved a comprehensive evaluation of both web and mobile platforms within a constrained timeline. Balancing the perspectives of multiple stakeholders and aligning on the best approach for the new IA required effective communication and strategic planning.

Process

Research & Evaluation: We began by conducting extensive user research to understand how users interacted with our current IA. This involved user interviews, surveys, and an analytics review to identify common pain points and areas of confusion.

Mapping Current IA: Using the insights gathered, we mapped out the existing IA, highlighting the key areas that needed improvement. This visual representation helped us pinpoint specific issues and set the stage for our redesign efforts.

OOUX Methodology: We applied Sophia Prater's Object Oriented UX methodology to redefine our IA. This involved identifying key objects and their relationships, creating object maps, and developing a new structure that focused on user goals and tasks. I “noun foraged” as part of OOUX to identify the main areas we would need to address by looking at historical customer comments (pulled in from our research repository through Zapier), in addition to the new information captured through interviews, etc.

Workshops & Collaboration: I facilitated workshops with the designer, senior manager, and CEO to brainstorm and iterate on our proposals. These sessions were crucial for aligning our vision and ensuring that the new IA would meet both user needs and business objectives.

Prototyping & Testing: We developed prototypes of the new IA and conducted usability testing with a sample of our users. Feedback from these sessions informed further refinements, ensuring that the final IA was intuitive and effective.

Implementation Planning: Once the new IA was finalized, we created a detailed implementation plan, outlining the steps needed to transition from the old structure to the new one. This plan included timelines, resource allocation, and risk mitigation strategies. We’re currently in the process of building towards this plan.

Outcomes & Lessons Learned

Based on our usability testing, the new information architecture significantly improved the usability of our web and mobile applications. Users reported finding information more quickly and with less effort, which, when implemented, will lead to higher satisfaction and engagement. The project also reinforced the value of collaborative design and the effectiveness of the OOUX methodology in creating user-centered IA.

Reflecting on this experience, it reinforced the importance of thorough research and iterative design. Engaging stakeholders throughout the process ensured that our solutions were well-rounded and practical. Moving forward, I will definitely continue to leverage these strategies to tackle complex design challenges and drive impactful results.