Full case study ~5 min read
UX Audit I B2C I Hospitality
Increased eLearning adoption by over 50% by auditing and optimizing the platform for usability, accessibility, and inclusivity
Year
2022
Freelance
3 weeks
Team
1 Design Director
1 Principal Product Designer (ME!)
1 Project Manager
Methodologies
Human Centered Design
Document Intake
Stakeholder Interviews
App Demo
Prioritization Workshop
Tools & Frameworks
Figma
Miro
Keynote
Material Design
Outcomes
A user-friendly platform that minimized biases and addressed usability issues
Problem
Internal biases on feature functionality and design led to navigation challenges and inconsistencies, complicating onboarding and retraining. CFA enlisted Big Nerd Ranch (BNR) to audit their application, ensuring the MVP launched smoothly without usability or accessibility issues.
Solution
During discovery, we focused on understanding user and business goals, prioritizing usability and accessibility improvements, and delivering actionable recommendations that respected the original design. We organized findings into a comprehensive action plan for a smooth, user-friendly MVP launch.
Key Responsibilities
Audit & Assessment: I conducted a comprehensive application audit of CFA's eLearning platform, reviewing previous redesign attempts, intake of documentation, and app demos to identify usability and accessibility issues. I evaluated how internal biases led to navigation challenges and inconsistencies that complicated the user experience.
Research & Discovery: I led stakeholder interviews to understand both user and business goals, ensuring the audit findings addressed real needs. I focused on prioritizing usability and accessibility improvements while respecting the integrity of the original design to maintain stakeholder trust.
Design & Information Architecture: I provided actionable insights and recommendations rooted in UX design principles, leveraging CFA's existing design system. I linked findings directly to user experience symptoms to ensure all design changes improved usability and accessibility.
Collaboration & Prioritization: I facilitated prioritization workshops and collaborated with CFA's product and engineering teams to scope critical issues while keeping the launch timeline intact. I organized findings into a comprehensive action plan that helped CFA launch a smooth, user-friendly MVP.
AUDIT & ASSESSMENT
Product Vision
Restoration of trust among restaurant operators
Over 50% increase in adoption rates
RESEARCH & DISCOVERY
Areas of Opportunity
DESIGN & INFORMATION ARCHITECTURE
Actionable Insights
…what a pleasure it’s been working with her. She’s extremely flexible to both the client and the devs. She’s always willing to give her time to discuss a design question. Bridget has been an all-around wonderful partner to work with and it’s very refreshing! She’s stepped into more of a lead role it seems and she’s crushing it.
Adam Friedman
Senior Software Engineer
Big Nerd Ranch (now AmDocs Studios)
