UX Case Study
Embedded Files
Revamping the experience of JA Customer Dashboard
  Role
Product Designer
Team
Funnel
Timeline
October-November 2022
Project Brief
Imagine you have a small health issue, so you visit JustAnswer.com to talk with a doctor (Expert) for help with your situation. Once you chat with the Expert, youâll be asked to rate the experience. Please take a moment to familiarize yourself with this flow on the next slide.
đđ»ââïž Deliverables
Evaluate each pageâs current layout and share your feedback.
How would you improve the experience?
Please refresh and redesign the chat experience. How can we make this experience easier for the customer?
Then, please think about the rating experience. What can we do to increase the number of customers who rate?
đ Problem Statement
Evaluate the Chat & Rating experience of Justanswer.com, which includes Question listing, Customer chat with experts, and a Rating modal page, and redesign the experience while identifying opportunities to make usability better for the users, which will lead to an increase in Customer rate and daily active users.
đ„Č Current flow - not so good!
đ§ Research Problem StatementÂ
Understand the user's pain points while finding a solution to their problem through chatting with an expert, and when giving ratings & reviews. Also, look for direct & Indirect Competitors.
đšđ»âđŒ Core Users
(People looking for a quick solution to their problem) Male & Female: Age 25-55Â
Mapped the current user experience of justanswer.com, understanding the process and current flow.
Information mapping
I conducted information mapping to gain a clear understanding of the area I would be evaluating. This helped in understanding the userâs mind. This is, of course, hypothetical at this moment.
After Information mapping, I test the screens of the current flow as per the Heuristic principles. This helped me evaluate the usability issues in the current flow.
Self-Heuristic Evaluation & Severity
After understanding the problem thoroughly, I conducted a heuristic evaluation of screens in the current user flow and discovered several insights.
Heuristic principles evaluated:
1st principle â Visibility of system status
3rd principle â User control & Freedom
4th principle â Consistency and Standard
5th principle â Error prevention
8th principle â Aesthetic and minimalist design
1. Dashboard - List of Questions
2. Customer Chat
3. Rating & Reviews
đ€ Intuition-based evaluationÂ
Dashboard -
Specific problem topics get mixed with dates and should be highlighted and shown separately.
Topic, date, time, and other grey text have low contrast, creating readability issues.
Chat experience -
Upload document and send buttons stay disabled during active chats, creating user confusion
The 'Finish by rating' label poorly communicates that this action will end the conversation"
Rating Expert -
Rating stars look embedded due to the inner shadow effect.
'Your rating is required' sounds too demanding and could be softer.
Secondary Research - What others are doing?
Live Person - Chatbot, Experts123, 6ya, StudyPool, Help Owl, Ask Wonder
âđ»Â Key Insights from Research
From the heuristic evaluation and secondary research, I built key insights that became my assumptions and hypotheses.
Dashboard -
Users can search for any question or expert from the search bar because my assumption is âthe users are mostly in a hurry and want to search for the thing they recognise & want the desired resultâ.
Request chat to an expert should be highlighted for experts who are online and disabled in offline cases because my assumption is â It helps in maintaining consistency & also the user can confuse with the request to chat button in the current flow as itâs only available for online expertsâ.
Ratings can also be shown with words along with stars because my assumption is â It gives clarity about making decisions based on usersâ experience and also helps in better utilization of remaining spaceâ.
The Topic of the past question must be highlighted because my assumption is âIt will help users in filtering & recognizing past questions easilyâ.
Customer Chat -
There must be a back button while the user is chatting with the expert because my assumption is âthere is no clarity about going back to the Dashboard when the user is chatting, adding a back button will help in better user control and freedomâ.
The dropdown near the avatar circle is not a good choice. We can add a 3-dot menu for the options, because my assumption is âIt reduces cluttering in the top header and maintains consistency and standardsâ.
âFinish by ratingâ label can change to âend chat/ Finish conversationâ because my assumption is âthe label is really confusing as itâs not communicating 'end the conversation action' clearlyâ.
Adding a microphone icon by default for sending voice messages and when the user is typing, itâll turn into a send icon because my assumption is âthere are usability issues with upload document & send buttons being disabled even when the chat is going on, confusing. Also, adding a mic icon for voice message helps user in sending long messagesâ.
Information regarding disclaimer and requesting another expert option can be shifted somewhere else on the screen because my assumption is âIn the current layout, it makes UI more clumsy and there is less area to tap, also user canât hide these text messagesâ
Info message for must rating and giving credit can be removed because my assumption is â It is too much unnecessary information overloaded on the userâ.
We can show the time of sending and receiving the messages because my assumption is âthis small information might help the user to identify the message send/received time and also maintain consistency and standardâ.
To end the conversation, when the user taps on chat, an overlay will appear at the bottom with two options: end the chat and request another expert, because my assumption is âIf the user wants to talk to another expert, this chat must end, also the user can end the current chat as wellâ.
Rating Expert-
Users can give ratings to the expert once chat is ended, which will further move to also review section (optional) and submit the feedback because my assumption is âIn case of one action, users will give ratings as this standard of giving rating is used across most of the appsâ.
Users can easily give ratings, and there will be an option for opening the chat again because my assumption is âthe user might have missed something to ask, the option will help in user control and freedomâ.
Rating stars look embedded due to inner shadow, also the label can be changed to more user-friendly text because my assumption is âthe text is easier to relate toâ.
âđ» Wireframes
Sketched the wireframe on Paper, finalized the design, and did the UI design on Figma.
đ UI Design
Based on the prioritized solution, I designed a revised user interface.
Justanswer.com colours
đ Business ImpactÂ
â Improved the chat experience & usability to retain the user, leading to an increase in questions asked.Â
â To make sure the set of users returns and ask questions again from the experts.
â An easy rating system will help in getting more ratings and reviews from customers.
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