Research, UI Design, Usability Testing

Improving Reviewing Content Experience

Streamline number of contents based on users’ needs

Employer

Partipost, 2023

Role

Research
UI Design

Deliverables

User Interview
Usability Testing
UI Design

Collaborate with

Product Manager
UX Writer
Full-Stack Engineers

Achievements

• Enabled clients to manage their own campaigns
• Reduced registrations requiring assistance from 30% to 10%

TL;DR

PROBLEM

Operations teams spend significant time assisting clients with simple tasks, such as exporting data.
30% of the registrations, which were designed for client self-service, still require operational support.

WE ASK

Why do clients need the operational team’s assistance with registration reviews?

PROCESS+IMPACT

Streamline information based on user interview insights.
Validate and iterate designs through usability testing.
Launch filtering/sorting to boost engagement and reduce support.

INTRO

Project Background

To support Partipost’s strategy of reducing the workload of the operations team, our team investigated their workflow.
‍We noticed that 30% of registrations require assistance from the operations team, which conflicts with the purpose of the registration feature. This feature is designed to allow clients to list their preferences for influencers—such as follower count or profile type—then have influencers complete the registration. Clients can then select those who match their brand image to complete tasks like posting content on social media.

To understand why clients require assistance with registration approval, the PM and I conducted user interviews with operations leads and clients from different countries.

RESEARCH

Drafting Research Questions

Our assumption of users’ needs in reviewing registrations to help us draft the interview questions:

Clients have the needs to vet influencers’ profiles, and what are usually the requirements and how strictly of the requirements?

Clients request operation teams’ help because they face issue while using registration, and what are the pain points and how do operation teams help clients?

Research Questions:

What are the criteria when you using registration to select influencers?
Which are hard requirements? Why?
How many percentage of clients have the similar criteria?
How do you approve registrations? Please walk us through the process.
Is there any feature you think itʼll be very helpful for reviewing registration?

DESIGN GOAL

Interview Results

By interviewing five operations leads and two clients, we found that clients aim to ensure every profile wishing to join their campaigns undergoes thorough scrutiny by their teams during the registration review process. However, the following pain points hinder clients from easily using our platform to review registrations independently and require significant effort from the operations team.

Clients need to select influencers based on follower count, from highest to lowest, but our registration feature lacks a sorting option. As a result, the operations team often exports the registration data to Google Sheets for review. This back-and-forth process increases their workload and makes it difficult for clients to use our platform efficiently.
Users are confused about how to use the filters while demonstrating their workflow, leading to inaccurate results.
Users find it very helpful to mark influencers and review them later, but since our platform lacks this feature, they resort to doing it in Google Sheets.

DESIGN ITERATION

Designing Filtering Feature

We see users struggle using our current filters, so we prioritize this feature to be improved.

At first, I attempted this version with minimal changes while ensuring UI consistency with the new design system.

However, during user testing, I observed that most users were unsure about which option to select inside the operator dropdown. As a result, users frequently skipped selecting an operator and instead directly chose a value to filter

Based on the observation in exploration 1, I noticed users only consider the value they want to be filtered in the table.

Therefore, I come up with this version and keep users’ focus on the values.

SOLUTION VALIDATION

Usability Testing

Objectives

Validate that users are able to sort intuitively (without the need for user education)
Understand how much of an improvement the new filtering experience is vs. our existing one in terms of user intuition
Validate if users are able to successfully find the filter option + filter (based on simple criteria) themselves

Testing Plan
In each flow, we will assign users a task to complete and observe if they can reach the goal screen using the click map. Subsequently, we will ask users questions to validate the effectiveness of the design.

Questions we ask in survey

Any concern or confusion while trying to use this sort/filter feature?
What do you think of this new filtering experience compared to the current filtering experience on the CM?

SOLUTION VALIDATION

Summary of Usability Testing

Sorting Flow
85% (30/35) of testers successfully reach the goal screen without additional user education

Filtering Flow

76% (16/21) of testers answered the new filter experience is easier to use compared with the existing one

(21 testers are the users answered they have used the existing filter in our platform)

Completing the entire flow
89% (31/35) of testers successfully reach the goal screen without additional user education

OUTCOME AND IMPACT

Final Design

This improvement of registration achieve:

Reduce the number of support requests from clients.
Enable users to review registrations within our platform without the need to export them to external sheets.

From a business perspective, we effectively reduce the amount of time the operations team needs to spend reviewing profiles and assisting clients in managing them.

Sorting

By building a sorting feature, we meet users' need to easily select influencers from highest to lowest followers without exporting to Google Sheets.

Filtering

After improving the filtering feature, users can now select multiple values from each category.

Mark Influencers

We are also introducing a marking feature to satisfy users' needs that could not be met with our platform before.

Now, users can mark profiles they find acceptable and use them as a backup plan when there are no new registrations but still empty slots.