Highlight empowers product owners by providing seamless in-home product testing capabilities, enabling brands to gather real-world feedback and insights.
Highlight approached us with a vision to transform the landscape of in-home product testing. Initially, the entire testing process was cumbersome, requiring extensive interaction with customer support, which was inefficient for users and support teams alike. Our collaboration aimed to develop a client portal that would democratize access to product testing, enabling both emerging entrepreneurs and established businesses to manage the testing process entirely online, from initial design to final testing and assessment.
The redesigned portal has made the process more autonomous, delivering significant efficiencies and user satisfaction. It features an intuitive interface that reduces project setup time, a comprehensive training library that enhances user engagement, and improvements in the testing process that have garnered positive user feedback. These enhancements ensure that everything, from shipping to final assessment, can be managed online with minimal need for customer support, setting a new standard for industry practices and broadening access to innovation across the market.
Discovery Phase Activities
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User and Stakeholder Interviews
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UX Assessments
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Competitive Market Review
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Co-creation Workshop
Simplifying Complex Processes
The diverse user base of Highlight, ranging from seasoned researchers to complete novices, underscored the critical need for an intuitive onboarding and training process. Simplifying the complex IHUT processes was paramount to effectively cater to this broad spectrum of users. By designing a more streamlined and accessible approach, we aimed to ensure that every user, regardless of their prior experience, could engage with the platform confidently and efficiently.
Optimizing Project Creation
User feedback consistently highlighted the cumbersome nature of the project creation process on the platform, which initially required users to engage with customer support to navigate and complete setups. This reliance on customer support not only slowed down the process but also led to repetitive iterations that hindered efficiency. Streamlining this process to allow for more autonomous and efficient project setup emerged as a critical challenge, demanding a redesign that would enhance user independence and reduce the need for repetitive interactions.
Enhancing User Autonomy & Transparency
Users expressed a strong desire for more control over their projects and a clearer understanding of project statuses. This feedback highlighted the necessity to overhaul the platform's interface and workflows to be more user-centric and transparent.
Data Visualization & Accessibility
There was a significant call for improved data visualization and the ability to download results. This challenge focused on making complex data accessible and user-friendly, ensuring that users could easily interpret and utilize the information.
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Simplifying the IHUT Process for Diverse User Base
Addressing the challenge of simplifying the IHUT process for Highlight's varied users involved two key strategies
Comprehensive Onboarding with Pendo Integration
To make the initial introduction to the platform more intuitive, we integrated Pendo. This tool enhanced the onboarding experience by providing step-by-step guidance and interactive support. It helped demystify the IHUT process for all users, from novices to experienced researchers, making the platform more approachable and user-friendly.
Introducing a New Dashboard for Process Management
We developed a new dashboard specifically designed to streamline the IHUT process. This dashboard organizes each stage of the process into distinct, easily manageable tabs. Users can now navigate through different phases of their project - from setup and recruitment to data collection and analysis - with greater ease and clarity. This structured approach allows for a more efficient management of the entire testing cycle, making it simpler for users to track progress and access the information they need at each stage.
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Optimizing Project Creation
Simplified Wizard Flow for Project Creation
We introduced a wizard-style guide to assist users in creating projects. This intuitive flow breaks down the process into manageable steps, guiding users from start to finish and significantly reducing the complexity and time required to set up a new project.
Flexible Information Collection Post-Creation
To further streamline the process, we enabled additional information gathering directly from the project dashboard after the initial creation phase. This flexibility allows users to start projects more quickly and then add or modify details as needed, reducing the need for repetitive iterations and making the overall process more efficient.
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Streamlining User Control and Transparency
To enhance user autonomy and transparency, we revamped Highlight's platform with a focus on streamlined navigation and real-time insights
Centralized Dashboard with Individual Project Access
The redesigned project dashboard serves as a central command center, offering users an overview of all their projects. Within each project, a specific process dashboard allows users to track the progress of each IHUT stage directly, eliminating the need to navigate through multiple pages.
Real-Time Status Updates
A crucial feature of the new dashboard is the ability to provide real-time updates on project status. This ensures that users are constantly informed about the progress of their projects.
Support & Enhanced Learning Resources
We integrated a direct line to Highlight’s support team within the dashboard, ensuring that users can easily access help and guidance whenever needed. This enhancement improves the platform’s overall support system. Additionally, we built out a comprehensive library of educational materials to assist new users in creating and managing projects, as well as training them to become effective 'Highlighters'—individuals testing the products. These resources empower users with the knowledge and tools they need to successfully engage with the platform.
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Cultivating Data Visualization and Accessibility
To elevate data visualization and accessibility, we integrated Pendo's advanced analytics, providing comprehensive, user-friendly insights. We developed internal tools for immediate status updates to enhance user interaction. Our design rigorously adheres to WCAG guidelines to support users with visual impairments, incorporating features such as screen reader compatibility, adjustable color contrasts, and customizable charts.
Furthermore, we ensured that all data could be exported in various accessible formats, meeting the diverse needs of our user base. This comprehensive approach not only makes complex data easy to navigate and interpret but also affirms our commitment to an inclusive, user-centered design ethos.
Reflecting on the project, the benefits of integrating Pendo and optimizing our process flows are evident. The notable increase in user satisfaction and operational efficiency underscores the value of prioritizing user needs in our design and development efforts.
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