INDUSTRY

Loyalty platform

SERVICES

UX audit

Audit report

Wireframes

Information architecture

2021

Alter Cloud is a service dedicated to clients of the Alter Cloud product who are interested in collecting rewards and points. It provides entertainment for clients and, on the other hand, serves a marketing role.

Main goal - identify usability issues and propose solutions to address them, with a focus on resolving defined problems, conduct evaluations of digital product utilizing heuristic methods, cognitive walkthroughs, and metrics obtained from analysis tools.

Alter Cloud - UX audit

🚫 Problems based on metrics

Based on the provided metrics with client team we defined a few problems which also should be highlighted through UX audit:

only 50% of users are active after registration
only 45% of users redeemed the points collected on the platform for rewards
users abandon the registration

👩🏻 My Role

In my role as a UX auditor, I was responsible for following the entire methodology, identifying major and minor usability issues, and connecting them with defined problems. Based on the audit, I prepared a report with recommendations and wireframes to address the problems identified through metrics and the audit process

✏️ Methodology

UX audit follows an industry-standard process that contains a few steps: 

define personas and scenarios
outline the tasks for a cognitive walkthrough
conduct evaluation based on the heuristics
propose recommendations
defining wireframes and information architecture based on findings

Persona

Personas depicts the profiles of typical product users, offering insight into primary user groups. By utilizing personas, an auditor evaluates the user experience. For Alter Zone, I utilized the pre-existing persona 'Jakub' created for the brand. I decided to hide the details of the persona for this case study (since it could be sensitive data).

Scenario of cognitive walkthrough

To conduct this audit I defined tasks that represent the most common actions performed by users. I was thinking about the most critical tasks that give users the most value when completed. I defined three routes:

users registration 
users learn about the platform and complete the activities to score the points
users exchange the points for rewards by receiving the discount code

Sneak peek of findings

In this case study, I aim to demonstrate how I described findings and connected them with UX heuristics. These examples represent the methodology and data collection used to create recommendations and wireframe designs

Summary of diagnosed problems

The evaluation reveals that there are a few major and multiple minor obstacles that may impact the ways users perform their tasks. It doesn't matter whether the problem is common or critical — they all interfere with a user's ability to navigate the interface and all need to be fixed as soon as possible.

Sneak peek of deliverables

Based on the findings and recommendations I have prepared new design elements which include:

wireframes with new storytelling, actions, and content order
simpler navigation
new information architecture
new flow for the process to generate the code to record the rewards