The project

• Prepare and facilitate a client workshop with a colleague to illustrate the amount of work the Experience team had produced in the last 12 months

• During the workshop, identify any gaps in the work we have produced concerning the digital strategy.

• After the workshop, produce any further work that was identified in the workshop

Background

• This charity is my main client at Cohaesus

• We have worked with them for several years on their intake and rehoming funnel

• The workstream is conducted in an agile environment that includes daily stand-ups and fortnightly demos, and planning sessions with the client

My role

I work along with a UI Designer on this project. The project team consists of developers, a Programme Manager, an Account Manager and Tech Director.

Process

The Experience team have been working throughout the year on a wide range of tickets in Jira. These tickets are based on activities laid out in their focus areas from the client digital strategy.

Experience playback

To illustrate to the client how much work we have done and more importantly to identify any gaps, I created a Mural board that showed the customer journey on their website. I then plotted the pages within the journey, which I then populated with their activities, as defined in their focus areas (yellow post-it notes) and the corresponding work (blue and green post-it notes). Any tickets we hadn't worked on or were held were highlighted in white.

The plan was to present back to the client and try to identify any tickets we might be able to work on. Once we identified those tickets we would then put them on a prioritisation matrix, this would allow us to learn what we would be working on next and which projects not to focus on in the coming months.

Workshop

I ran the workshop together with a colleague for our client. In the workshop, we were able to successfully demonstrate the work we had accomplished through the year, and identify areas we could work on.

As a result of the prioritisation matrix, we identified our next piece of work, the pre-form content experience, this roughly translates as an onboarding tool that would sit at the beginning of the application form for rehoming an animal.

Proof of concept

I created a proof of concept in Figma after conducting some desk research on onboarding best practices. The content for the concept was taken from existing content on the website that cover their focus areas such as the charity's animal-centric approach, the time it takes to rehome an animal and that applicants aren't picking a specific animal.

At the next sprint demo, I presented the proof of concept and my rationale to the client and his team. After receiving some minor feedback and getting a sign off I proceeded to brief the UI Designer and Tech Director on my concept so we could identify any risks that may arise when we fully design the tool.

User Testing

Once it has been designed I organised a user testing study using the polished designs in Figma. Instead of testing it in isolation and with little or no context, I decided that we would test it alongside the rehoming form. I made this decision because the onboarding screens immediately precede the rehoming form in the customer journey.

The objectives of the study were to validate the same objectives as the initial proof of concept:

• Determining if the user understood the animal-centric process to the form

• Users understand they aren't applying for a specific animal

• The rehoming team does the matching and it can take time

The study was moderated and conducted remotely with 10 participants, with an equal split between desktop and mobile. I did not test the existing site to create a benchmark as this had been conducted previously.

The results were positive as participants recognised and understood the animal-centric process through the messaging and the not being able to choose a specific animal and that the matching is done by the rehoming team.