Using UX and User Centred Design to scale a GenAI POC platform to 20K+ users
Image 1: Initial wireframe iterations based on insights from usability testing.
Image 2: Hi-Fi prototype for research on capturing user feedback for version 2.0
Keywords:
User Research, User Testing, Lyssna, Wireframing, Agile Development, Hi-Fi Prototyping, Stakeholder management, User centred design, UX, UI, Behavioural Design
Disclaimer:
For more information on the process and approach, please reach out and we can have a chat.
Challenge:
How might we scale the current internal GenAI platform with 1K+ users to more than 20K users with UX intervention?
Approach:
Secondary research and understanding the technical limitations of the current extended POC version.
Conducting usability testing with the potential users to understand the drawbacks of current platform.
Managing stakeholders and advocating UX and new design direction for the product for scalability.
Designing for promoting specific User Behaviour by using behavioural design and understanding user psychology.
Collaborating with Front Dev to ensure the UX and UI for new design direction is translated well within the capacity of the UI framework.
Facilitating product thinking into User Research by collaborating with researcher to ensure we capture the right insights for the new product.
Collaborating with Accessibility expert to design an accessible experience for people with additional needs.
Working in sprints in parallel to introduce healthy UX practices for the live (legacy) version.
Impact:
The product was well received and onboarded more than 42K. Users found the platform straightforward to use as compared to previous version, reducing time on task and error rates. Other impacts yet to be measured over time.