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RenewalExperience.html
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<h1 class="heading" data-aos="fade-up" data-aos-delay="0">Renewal Experience Improvement</h1>
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<h6>Role</h6>
<p>UX Designer</p>
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<div class="col-lg-4 ml-auto">
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<h6>Responsibility</h6>
<p>• UX Audit, Mockup, and UX flow</p>
<p>• Participated in user interviews for design validation</p>
</div> <!-- /.widget -->
</div> <!-- /.col-lg-3 -->
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<h6>Deliverable</h6>
<p>Woking Mockup and Interview Synthesis</p>
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<h6>Project Duration</h6>
<p>Sep. 2021- Oct. 2021</p>
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<br>
<P>The existing renewal process was very basic and lacked user experience, so the team wanted to provide a full experience to increase subscriptions and encourage renewal.</P>
</div>
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</div>
<div class="container pb-5 mb-5 border-bottom">
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<div class="col-lg-12">
<h5>Research Process</h5>
<img src="images/Research-Process-renewal.png" alt="Image" class="img-fluid">
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<a name="Discover" class="shifted-anchor"></a>
<div class="container pb-5 mb-5 border-bottom">
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<h5>Discover</h5>
<p>To discover users’ pain points and improvement opportunities, I used "Thinking Out Loud" and "Heuristic Evaluation" methods to conduct As-it Audits for each entitlement.</p
<figure>
<img src="images/Example-of-the-UX-Audit.png" alt="Example of the UX Audit" class="img-fluid center">
<figcaption>Example of my UX Audit</figcaption>
</figure>
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<a name="Define" class="shifted-anchor"></a>
<div class="container pb-5 mb-5 border-bottom">
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<h5>Define</h5>
<h6>Pain Point</h6>
<p>Through the As-it audits, there is no reminder before the user’s subscription expires, so the user is not aware their subscription will expire soon. In addition, when a subscription expires, the application directs the user to a screen where the user is unsure what to do.</p>
<div class="row gutter-1 gallery">
<div class="col-6">
<i class="fa-regular fa-bell"></i>
<p>Lack of renewal reminder before expired</p>
</div>
<div class="col-6">
<i class="fa-regular fa-face-sad-tear"></i>
<p>Confusing information after taking action</p>
</div>
</div>
<h1 class="h6 mb-3 text-black">Primary Phase & Applications</h1>
<p>The renewal process is divided into two stages: near-expired and expired. It is relevant on two platforms: In-product application and web page.</p>
<figure>
<img src="images/Primary-Phase-Applications.png" alt="Primary Phase & Applications" class="img-fluid center">
<figcaption>Primary Phase & Applications</figcaption>
</figure>
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<h1 class="h5 mb-3 text-black">Develop</h1>
<h1 class="h6 mb-3 text-black">Concept solution</h1>
<p>The solution is to find the appropriate time and content for the notification message and to improve the action page.</p>
<div class="row gutter-1 gallery">
<div class="col-4">
<i class="fa-regular fa-message"></i>
<P>What Do We Say to Users?</P>
</div>
<div class="col-4">
<i class="fa-regular fa-comment"></i>
<P>When Do We Talk to Users?</P>
</div>
<div class="col-lg-4">
<i class="fa-regular fa-user"></i>
<P>What Happens When Users Take Action?</P>
</div>
</div>
<h1 class="h6 mb-3 text-black">1 What Do We Say to Users?</h1>
<p>Give each user/entitlement a different message depending on their context. The messages are customized to that moment of the workflow, the situation, and the user goals.</p>
<figure>
<img src="images/Mock-ups-for-entitlements.png" alt="Mock-ups-for-entitlements.png" class="img-fluid center">
<figcaption>Mock-ups-for-entitlements</figcaption>
</figure>
<h1 class="h6 mb-3 text-black">2. When Do We Talk to Users?</h1>
<p>Define a time when users should be reminded that their subscriptions are about to expire or have expired and encouraged to renew early.</p>
<img src="images/Notification-format-and-timing.png" alt="Notification format and timing" class="img-fluid center">
<figcaption>Notification format and timing</figcaption>
</figure>
<h1 class="h6 mb-3 text-black">3. What Happens When Users Take Action?</h1>
<p>There are several paths that can be taken depending on the user’s action. I removed some of the current barriers in each path and direct users to the appropriate page to assist in a seamless renewal process. We want to give users very different contexts but the same experience!</p>
<img src="images/Potential-renewal-process.png" alt="Potential renewal process" class="img-fluid center">
<figcaption>Potential renewal process</figcaption>
</figure>
</div>
</div>
<div class="row">
<div class="col-lg-12">
<h1 class="h6 mb-3 text-black">Design Solution Validation</h1>
<img src="images/note_1.png" alt="Image" class="img-fluid center">
<h1 class="h6 mb-3 text-black">Users anticipate going straight to the payment page (without irrelevant information)</h1>
<img src="images/note_2.png" alt="Image" class="img-fluid center">
<h1 class="h6 mb-3 text-black">Users think that the messaging and timetable are appropriate</h1>
<img src="images/note_3.png" alt="Image" class="img-fluid center">
<h1 class="h6 mb-3 text-black">Interesting findings</h1>
<p>• Most of the users mentioned they will procrastinate until the last minute</p>
<p>• Discount will compel users to consider to renew</p>
</div>
</div>
</div>
<a name="Validate" class="shifted-anchor"></a>
<div class="container pb-5 mb-5 border-bottom">
<div class="row">
<div class="col-lg-12">
<h1 class="h5 mb-3 text-black">Validate</h1>
<p>I created mockups for four entitlements for the user interview after developing the renewal concept. Also, I took part in the researcher’s interviews and integrated the researcher’s notes into the user flow.</p>
<img src="images/notemapping.png" alt="Notes mapping" class="img-fluid center">
<figcaption>Notes mapping</figcaption>
<h1 class="h6 mb-3 text-black">Validation Result</h1>
<P>The synthesis verified the concept of assisting people in renewing. Users believe the message’s content and timeline are appropriate. It also confirmed that the user intended to proceed directly to the payment page.</P>
<div class="row gutter-1 gallery">
<div class="col-4">
<i class="fa-solid fa-check"></i>
<P>What Do We Say to Users?</P>
<p>Positive</p>
</div>
<div class="col-4">
<i class="fa-solid fa-check"></i>
<P>When Do We Talk to Users?</P>
<p>Positive but need to be adjusted</p>
</div>
<div class="col-lg-4">
<i class="fa-solid fa-check"></i>
<P>What Happens When Users Take Action?</P>
<p>As expected</p>
</div>
</div>
<div class="row">
<div class="col-lg-12">
<h1 class="h6 mb-3 text-black">Design Solution Validation</h1>
<img src="images/note_1.png" alt="Image" class="img-fluid center">
<h1 class="h6 mb-3 text-black">Users anticipate going straight to the payment page (without irrelevant information)</h1>
<img src="images/note_2.png" alt="Image" class="img-fluid center">
<h1 class="h6 mb-3 text-black">Users think that the messaging and timetable are appropriate</h1>
<img src="images/note_3.png" alt="Image" class="img-fluid center">
<h1 class="h6 mb-3 text-black">Interesting findings</h1>
<p>• Most of the users mentioned they will procrastinate until the last minute</p>
<p>• Discount will compel users to consider to renew</p>
</div>
</div>
</div>
</div>
</div>
<div class="container pb-5 mb-5 border-bottom">
<div class="row">
<div class="col-lg-12">
<h1 class="h5 mb-3 text-black">Takeaways</h1>
<p>By interviewing users through mockups, it can verify that the concept design satisfies the needs of the users and their motives and increases the design’s correctness.</p>
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<p>Next Case Study<span class="text-primary">.</span> </p>
<img src="images/keypad_cover.png" alt="Image" class="img-fluid">
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<h3>Virtual Keyboard Enhancement</h3>
<p>Enhancing Android virtual keyboard's hit rate by 10% and recieving a U.S. patent</p>
<span class="highlight">UX Research</span> <span class="highlight">UI Design</span>
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<p class="mb-0"><a href="VirtualKeyboardEnhancement.html" class="read-more-arrow">
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