Results
A small redesign, but with a great outcome
Achieved a 75% reduction in support tickets related to Rule creation.
Enabled the unblocking of new features requiring an updated framework to support nesting concepts.
Achieved 100% self-serve rule creation.
Boosted customer satisfaction with the rule creation process.
Problems
The existing framework is not scalable and allows users to make errors
Several issues, along with technical problems related to the existing framework, have been reported by Admin users to our Customer Success team. I identified key problems as follows:
➜
Interdependent Criteria
Some criteria exhibit dependencies on one another, requiring the definition of higher-level parameters before certain criteria can be specified. The current user interface fails to display these dependencies, leading to errors when users attempt to create rules.
➜
Limited Criteria Options
We need to incorporate additional options into the existing criteria. However, this can only be done after specific criteria are defined and within a designated group. The current framework lacks the functionality to support this requirement.
➜
Lack of Dependency Awareness
At the outset, users are not informed about the dependencies between selected criteria and available actions, leading to confusion during rule creation.
➜
Cluttered User Interface
The user interface presents a cluttered appearance, hampering the ability to distinguish between criteria and comprehend the logic efficiently. This visual complexity poses a challenge for users trying to navigate the system.
Focus on the Persona
Admins prefer not to spend time defining rules, only to later encounter errors
Puting together persona and talking to our customers and CS team helps paint a clearer picture of the problem.
⚡️ The majority of rules in Turvo required assistance from the CS team for setup.
⚡️ The system allows users to create conflicting rules without providing any notification.
Project Goals
Optimizing rule creation: Streamlining processes, Unlocking advanced features, and Elevating user experience
➜
Reduce Customer Support Tickets
Minimize the volume of customer support tickets related to rule creation in the product by enhancing user understanding and usability.
➜
Feature Unlocking
Enable users to access and utilize multiple features, especially those involving dependencies and nesting concepts within the rule creation process, fostering a more robust and comprehensive user experience.
➜
Enhanced User Experience
Improve the overall user experience during the rule creation process, focusing on simplicity, clarity, and efficiency to make the product more user-friendly and intuitive.
👀 Trigger vs Action first?
👀 Two 'Add criteria' buttons vs One?
👀 What the rule structure should be?
When [Something happens] And [Required criteria] And [Optional criteria] => [Action]
👀 What would the entire flow of rule creation look like?
I put together the prototype of the existing rule but with the updated structure. I ended up creating multiple prototypes with slightly different behavior so we could use them to test which one is working better.
Testing
Evaluate the Approach. Are we on the right track?
This is where it's a good idea to talk to stakeholders again. Before building anything we can verify whether we're on the right track.
I wanted to test some of our hypotheses:
Users prefer defining the rule trigger before specifying actions.
Users familiar with criteria dependencies will quickly grasp the concept of two separate "Add Criteria" buttons.
A user acquainted with the existing rule creation modal can seamlessly create the same rule using the new modal design.
A user understanding the order type/phase/status hierarchy can create a rule using a set of nested group criteria with minimal difficulty.
For the last hypothesis, I wanted to do A/B testing and see which option will have more success.
Methodology
• Seven sessions with internal Turvo SMEs who are knowledgeable about admin users and the workflow for rule creation.
• Collected data by having SMEs perform tasks (such as creating a new rule) using low-fidelity prototypes.
These sessions included representation from Product Management, Solutions Engineering, Delivery, Support, and Customer Success.
Findings
Tested hypotheses:
Users prefer defining the rule trigger before specifying actions.
True
7 of 7 participants reported that customers come with requested criteria in mind, which they want added to the rule. They then choose from available options that better suit their needs, usually preferring the system to generate exceptions.
Users familiar with criteria dependencies will quickly grasp the concept of two separate "Add Criteria" buttons.
False
5 of 7 participants mentioned that the presence of two "Add Criteria" buttons appeared confusing. However, after clicking on both of them, they understood the concept. They are confident that if most of our customers do not find the needed option after the first click, they would simply close the window.
A user acquainted with the existing rule creation modal can seamlessly create the same rule using the new modal design.
True
7 of 7 participants were able to create the requested rule using the prototype with the updated experience.
A/B testing:
✅ Combine phase/status into one UI element as most SMEs indicated end users are unfamiliar with dependent phases within Turvo.
✅ Allow admin users to directly select phase/status without specifying higher order dependencies first.
UI
Utilized Turvo design system for a quick and efficient update using existing styles and components
Most of the components and styles were utilized from the existing design system.
Even though there was a very short deadline to release this update, I was able to implement some UI updates within the project.
1. Replacing the blue header with white
That was discussed multiple times within the design team, indicating that the blue header draws too much attention, causing the most important information to be often missed. I was able to push this update within this project.
