top of page
BUILDING THE MOBILE APP FOR ON-THE-GO USERS.
KEELA was only available on website browser, but their users need KEELA software to conduct tasks on-the-go. To create operational efficiency and automate tasks, the mobile app version will carry only the most needy features for on-the-go use.
I was part of the promising project to design the on-the-go experience for KEELA users.
#UX research #UX design #UI design
Parts of the content were taken out due to confidentiality agreement.
The challenge: Assist operational efficiency for on-the-go users.
Our goal for the project was to assist operational efficiency for on-the-go users with a mobile app version of KEELA. Since not all the features from the website will come in handy for on-the-go users, our ambition was to eliminate some current features and supplement new functions to maximize the productivity for on-the-go users.
Our high level goals were to:
-
Eliminate features or limit functionality to maximize productivity.
-
Supplement key features to expedite the task while on-the-go.
KEELA introduction
KEELA is a growing SaaS company that builds software with robust features for NPO(non-profits) to manage their daily tasks, such as contact management, donation management, event organization, and team tracking. KEELA is only available on the desktop, as their market expands with more significant demands from users, they want to develop a mobile app for on-the-go users.
Team members
UX — Natya Dharmosetio, Jill Chao Sheng Li, Sarp Yalçınkaya
UI — David Romero, Ilana Feldman
Project duration
5 weeks
My role
As part of the UX team, I was responsible for UX research and UX design. I conducted user surveys, enacting user flows, sketching user journey map, designing the wireframes & prototypes (for “Reports”, “Events” and “Impact Areas”) and hosted usability testing.
The process
Parts of the content were taken out due to confidentiality agreement.
USER RESEARCH
KICKOFF
Understand how NPOs used technology
We wanted to understand how NPOs used management softwares, what features were important to them, and what were the on-the-go scenarios. Therefore, we interviewed and sent out surveys to people working in NPOs.
INSIGHTS FROM RESEARCH
-
Different needs: Different NPOs had various needs on management software due to the sizes of organizations, the scope of the business, and the maturity of using technology on management.
-
Contact management: It was an essential feature for users mostly needed to check and updated contact information during on-the-go situations.
-
Impact evaluation: This feature could better engage donors with future fundraising campaigns by showing the impacts they contributed.
-
Team progress & delegation: Being transparent on team activities was a feature nice-to-have, as NPOs had lots of tasks and campaigns running.
-
CRMs hard to implement: Any software system or customer relationship management tool was hard to implement to all nonprofits, for most NPOs had no budget or limited experience in using the software system.
PLANNING THE MOBILE APP
MOVING FORWARD
Structure user experience
We outlined the user journey, putting ourselves in users’ shoes. Then we could know user pain points and see the opportunities for solutions.
SELECTING FEATURES - AFFINITY DIAGRAM
Below showed the necessity of features from research results. We selected few essential features to incorporate in our user scenario.
VISUALIZING USER EXPERIENCE - USER SCENARIO
Below was the hypothesized user scenario on using KEELA mobile app on-the-go. Sarah was the new CRM manager after Deborah retired from the position. Her first task was to meet Adele, a significant donor, to build rapport as well as asking Adele to donate to the upcoming campaign. The main features Sarah used in the mobile app were:
1)Contact: Sarah checked Adele’s profile for a better understanding before meeting this vital donor.
2)Impact areas: Sarah showed Adele the beneficiary profiles, as Adele wondered her previous contribution.
3)Fundraising: Adele made the donation right away with a cheque. Sarah scanned it and uploaded it to the system.
DIVE IN USER’S FEELINGS & PAIN POINTS - USER JOURNEY MAP
We analyzed Sarah’s journey in a user-centric way. Diving in each stage, we collected pain points from each action and the attached emotions. It presented the pivot of our design solutions.
