Virtual Bid
Identification of pain-points and proposal of revisions to combat user attrition
CLIENT
Virtual Bid is an app with proprietary technology allowing the primary users (service providers) to perform video calls with secondary users (individuals or companies in need of services) without requiring secondary users to download an app or software regardless of what device is being utilized.
PROBLEM
Since its release the VirtualBid app experienced a vast number of downloads…
but had been coupled with high attrition rates. People downloaded it but didn’t use it.
GOAL
Identify user pain-point(s) and suggest solutions in order to improve retention rates.
SOLUTION
Minor refinements to the UI simplifying the users experience thus highlighting the app’s strength.
Roles
UX Researcher
UI Designer
Methods
Cognitive Walkthrough
Competitive Analysis
Affinity Diagram
Usability Testing
Tools
Figma
Google Workspace
Keynote
Zoom
Timeline
10 days
(two 1 week sprints)
THE PROCESS
1. DISCOVERY AND RESEARCH
COGNITIVE WALKTHROUGH
Prior to the stakeholder interview I performed a Cognitive Walkthrough of the application to familiarize myself with its unique functionality and attempt to identify potential pain-points.
STAKEHOLDER INTERVIEW
I met the stakeholders to learn more about their background, how the app was conceived, and specifically what’s working and where they needed help.
USABILITY TESTING
This is where I ran into my biggest challenge… sourcing users
Since Virtual bid’s primary users are busy contractors, I had difficulty finding participants. After countless emails, numerous phone call attempts, and vehemently navigating schedule challenges I was finally able to source four participants for usability testing.
COMPETITIVE ANALYSIS
I researched other apps, websites, and services to see what, if anything, already exists in the space. I found webinar and live streaming platforms but nothing like what Virtual Bid offers.
2. ANALYSIS AND FINDINGS
AFFINITY DIAGRAM
An Affinity Diagram was used to synthesis the information gleaned from the usability studies and provided great feedback.
All users immediately recognized the value of the app and loved the idea of saving both time and money.
One current user emphatically stating:
“ it pays for itself “
Quotes from user interviews and usability testing
HOWEVER…
That joy was immediately followed by confusion.
A current user admitting she hadn’t explored the app because:
“ I don’t have time to go through everything ”
Quotes from user interviews and usability testing
Which reminded me of a quote…
With this in mind, and utilizing outcomes from the usability testing, I recommend Virtual Bid focus first on the strength of the technology to solve the immediate user attrition challenge.
I believe that’s achievable through simplification.
3. Design
Hi-fidelity prototype designs demonstrating proposed modifications to the UI
Recommendation: Simplified Landing Page
Simplification of the landing page allows the user to focus on the strength of the app, the virtual bid
This allows users to simply and efficiently utilize the defining attribute of the app without competing information vying for users attention.
#1 Landing Page
Original Landing Page
Users reported being overwhelmed and confused by this screen.
Recommendation: Dashboard
Develop page as a modifiable dashboard that contractors can utilize as a CRM to organize their bids.
#2 Dashboard
Original Landing Page
Returning to the original landing page users believed, and were excited about, having a modifiable dashboard…
but quickly disappointed after learning it wasn’t.
Recommendation: Addition of the Virtual Bid to Navigation
Adding the Virtual Bid to the bottom navigation where it’s permanently anchored and easily accessible from every screen.
#3 Navagation
Original Navigation
Simple and understandable navigation however, the Virtual Bid button is only available from one page. Navigating to any other page prohibits or carrys the user away from the app’s main purpose.
4. Conclusion
These initial revisions, along with introduction and on-boarding screens the Virtual Bid team have in development, will create a simplified and more delightful experience for users.
Once retention issues are resolved, Virtual Bid can move forward with further development.
QUOTE FROM STAKEHOLDER:
“Awesome work! Robin and I were both really impressed with the amount of work you got done in such a short period of time. We're really excited to start working on improvements to the app and have a clear path forward. Thanks for all of your hard work!”
