Youstice is the first global, multilingual platform for resolving consumer claims. In 2013 we were invited to completely rethink their processes and rebuilt their application.
A brand new interface now guides the shoppers seeking for online justice. We’ve added flexibility to the process, so now the user can leave and return later to finish the process. The website has been re-tested and the all usability dimensions have been significantly improved.
User testing
To better understand the underlying problems behind the existing interface we have conducted a quick user testing in UX lab, our testing facility. Six respondents were trying to accomplish a given set of 15 tasks. To brainstorm ideas on how to improve the interface in the future we have extended the testing scenario with a interview part. This included few focus games that exposed mental models and user behaviours.
User research
A multinational user research plotted user habits for complains in retail and online stores. We tried to understand how can we motivate users to skip the e-mail and rather use Youstice for filing complaints.
Strategy
The strategy focused on seven topics that Youstice needed to tackle. We used both user research and user testing to understand these topics and provide answers and tangible solutions.
- 1 Why Should I Use Youstice?
- 2 Simulating the Real World
- 3 Orientation in the Process
- 4 Orientation in Contex
- 5 Orientation in Proposals
- 6 Case Management
- 7 Dashboard
The strategy also included a screenflow that described the complex process in a multi channel environment. The first part of the strategy focused on filing, negotiating and resolving customer claims.
Wireframes
The robust system required us to deliver more than 200 different screen layouts. Some of the wireframes were tested with the users. We have applied a fluid responsive approach to make sure that the screens show beautifully on both mobile, tablet and desktop.
While iterating the wireframes we kept on asking the users. The ideas were validated using click testing, mood tests and standard formative usability testing.
Visual design
A huge part of the visual design was the iconography. We focused on creating comprehensive, easy to read icons. We applied a simplistic approach to the user interface, guiding users to focus on content.
HTML templates and integration
Fully responsive HTML templates were delivered at the project conclusion. We have integrated the templates with the BLOX platform onsite with the JUMP soft development team.
Made for Youstice in 2014.
