Pulse is an iOS app designed to strategically distribute customer feedback insights throughout an organization. Lead the visual design and iterative improvements of the iOS mobile app from lean startup, minimum viable product, beta testing, to general availability.
Organizations licensing the product weren’t getting the adoption and value from every intended user. As a product that surfaces the voice of the customer we have a wide intended market but weren’t seeing the usage. It didn’t take long to figure out why: Customers were bogged down by navigation and full functionality of the web app. They saw the existing application as a desktop application. We weren’t reaching all of our potential users.
As a learning resource the current solution lacks basic functionality that enables learning and application of its content. Adding highlights, taking notes, and bookmarking features are non-existent. Users digest and absorb in different ways, the ability to customize, curate, and personalize is lacking today.
Users are seeking unauthorized digital copies, creating a market for pirated content. Customers experience a long, unnecessary and outdated password security process. Download ability is fragile, hindering the access users are entitled to and does not support seamless cross-device access.
The current solution does not support easy access and distribution for our B2B customers, a giant missed opportunity. Finally, the current experience is not ADA, WCAG or Section 508* compliant.
PMI’s intellectual property spans content types, from books and magazines to videos and podcasts, their content is siloed across products and teams creating a disjointed user experience.
Because our customers had diverse needs—changing from industry to industry—we had to focus on building a flexible solution instead of an optimized solution.
When focusing on an adaptive solution, we ran the risk of overwhelming users. We approached the solution space with a strong principle of sensible defaults: deliver the insights we can up front but allow the user to deviate on their terms when necessary.
90% of the time leveraging consistent patterns will help in your product’s overall understandability. However, an inconsistent/novel experience is sometimes warranted if for interactions that are highly specialized.
The research revealed that reviewing massive amounts of customer feedback can be overwhelming. By enabling desktop users to deliver a mobile experience that was highly customized and provided data consumers personalized access to their organizations customer feedback in a streamlined and simplified mobile experience.
The research revealed that reviewing massive amounts of customer feedback can be overwhelming. By enabling desktop users to deliver a mobile experience that was highly customized and provided data consumers personalized access to their organizations customer feedback in a streamlined and simplified mobile experience.
Initial response was good but rapid iteration was required to achieve our desired level of usage. Using feedback collected during the design process and the beta program, I was able to make quick iterative improvements to the design features including, updated drawer navigation, swipe to share, and press and hold multi-select. In addition I was able to explore several data layering visualization techniques to enable richer personalization and customization. This resulted in improved usability and helped the team achieve its target usage goals.
The success of the iOS app’s launch (and subsequent iterations) prompted immediate development on the Android version of the app.
