Create Campaign
Our existing feature for inviting users to film a video needed an expert review and the addition of new features based on extensive user feedback.
Overview
My Role
UI/UX, Product Design and Digital Design.
Problem
Our existing flow for users to invite another user to film a video required updates to meet the growing demands of our users. The existing flow was not ideal for our first-time users so an expert review was undertaken. Technical constraints were also an issue with having the entire process in one modal.
Process
A user journey map was created and several customer problems and requests were added. Key internal stakeholders were also guided through the flow and their journeys and sentiments as well as suggestions for opportunities were captured.
The original Video Plan ('Request a video') Step 1. Testing revealed issues with the interface and confusion around the select template/preview that needed to be addressed.
Original Video Plan ('Request a video') Step 2. Users would write their script here or use the template. Users who had already drafted a script could not access it from here.
Initial research revealed that users and key stakeholders would like the ability to ask a simple question instead of the user having to find a hack or write them a full script. Illustrations were added here to help with the first-user-experience.
A new script browser was designed and added to the flow. Here the user could browse existing scripts and script templates. It was designed similarly to a modal so that it could be reused elsewhere in the product.
A question toggle was added to the script browser so that users could browse suggested questions, user questions from previous campaigns and to be able to change their mind here, rather than needing to go back a step. This also helped make the component reusable as a modal in other areas of the product.
A similar experience to our Scripts page was maintained here to reduce cognitive load on users.
Users are then prompted to select users for the campaign or given the ability to invite new users to film. This step was bundled together with other steps in the old flow. We chose a modal to focus the user on this important task while not making it feel like a whole extra step by giving it a page.
Having a summary or confirmation page helped users review their request before sending it.
Iteration
Our updates were tested via the use of Maze to ensure our updates were clear and easy to follow for the first-time user experience while incorporating the additions to the flow that were required. Testing revealed UX writing issues that were addressed and confirmed our use of illustration.
Conclusion
We were able to uplift our first-user experience of campaign creation through the improvement of the UI, UX, the addition of important functionality and the removal of the flow from a modal and onto dedicated pages. Ongoing testing and feedback collection from customers have revealed opportunities to improve the flow and lead to further iterations.