Research & re-design for a
contact sharing app
Project
Background
Known2Me is an IT service and consulting firm established in 2018 that created the app, Kay.
The app allows customers to share digital business cards and exchange contact information through a virtual platform.
Their goal is to “eliminate the need for manual data entry” by making the process of sharing information easier.
While Kay is reaching a wider group of users, they are still expanding and developing their feedback portion.
For this case study, I conducted research, redesigned sections of the app, and remodeled the feedback portion to reach company goals.
Problem:
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Known2Me needed to collect detailed insights from users.
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Motivate users to provide feedback and show them a progress indicator.
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The flow of the app needs to be more simplified (e.g. the contacts page).
Solution:
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I will recreate the feedback portion and contacts page of the app so that users can effectively work through their experience in Kay
Role:
UI/UX Designer
Time:
8 weeks
Goal:
Redesigned app with
improved UX
Tools:
Miro, Figma
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The Process
Empathize
Market Research
Digital Business Cards
Feedback portions in app
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Digital business cards are versatile because they allow users to modify their cards’ data in real-time while keeping their contacts informed of changes.
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Digital business reduces expenses compared to the conventional business card that's reliant on paper.
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Attaching media and interactive links to digital cards is an advantage.
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Not everybody owns a smartphone or wants to exchange contact details online.
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Can take away from the personal touch of connection building.
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Many mobile applications request ratings right away, but this is ineffective as it can turn off the user from their experience.
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Target market: companies, small businesses, users in the workforce.
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In-app net promoter score measure how likely customers will recommend an app, evaluating the usage of the app.
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Feedback portions can be versatile. There are different ways to collect info; star system, open text fields, short answer, survey, or interval questions.
81%
Of executives believe that user research/feedback improves productivity according to a 2017 report from User Testing.
89%
Of executives think that positive user experience fosters loyalty and retention.
67%
Of users interviewed felt that the main In-app feedback impacts for companies are:
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Increased popularity of the app.
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Creation of better/newer features.
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Improvement of customer satisfaction.
Competitor Analysis
Continuing forward, I began to analyze Kay’s competition. By doing this I could evaluate what apps were doing well and what features were already popular in the market.
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User Interviews were conducted and a group of interviewees were selected.
The interviews revealed some discovery research:
All users felt that there are country-specific traditions and habits to consider.
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Half of all users interviewed compared LinkedIn to Kay.
40% of all users professional network calls are less relevant nowadays.
More than half said they prefer giving a rating-feedback.
30% of all users mentioned that a larger pool of users will increase app popularity.
80% understand the purpose of sharing personal data for business purposes.
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​Half of all interviewees were happy to share their data, while the other half were more restricted.
User Interviews
Empathy Mapping
Insights:
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People are comfortable sharing data but only securely for business purposes.
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People prefer giving feedback when it's quick and time-efficient.
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People expect contact sharing to be quick and easy.
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Needs:
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Share business cards without confusion.
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Give feedback without it disturbing their daily schedule.
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Ability to control when and whom the K-card has been shared with.
Storyboard
John is an accountant that works for a bank. He is working remotely and wishes to connect with his fellow colleagues in the workplace.
John looks up his colleague, Steve, in the company's directory and uses the information to professionally connect with him. He does this by sending him a digital business card (K-card), through Kay.
John is able to choose Steve in his contacts list because all his contacts are organized by name, and number. The easy process allows him to efficiently select and share his K-card.
When John finishes sharing the K-card a feedback screen appears. John quickly fills out the feedback portions he feels comfortable answering and gets back to his work without losing time and effort.
John and Steve are able to share their information and build a networking connects. They invite other friends to use Kay and share K-cards with colleagues across the world.
Define
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Problem: Users may not understand how to share the card in the contacts page.
How might we… make the process easier?
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Showing users the process of using the app will be achieved if the “share from phonebook'' screen of contacts is more clear and defined.
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Problem: Users are not very inclined to provide feedback as this feature is currently designed.
How might we… design the feedback feature of the app to encourage and engage the user to provide feedback?
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Making it really easy and quick for the user to provide feedback will encourage them to rate the app. Giving users a choice through different feedback options will encourage them to rate the app.
Ideate
User Flow
Prototype
I began designing by creating an initial mockup prototype. This is the initial prototype for testing purposes - updates were made later according to user acceptance testing findings.
After going through the design process I was able to efficiently create a final mockup app design for Kay. This app design included an updated profile card, contacts page, feedback portion and redesigned colors/graphics.
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Click around on the phone to play with the design >
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Final App Design
Click To Interact!
Test
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User Likes
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Liked the first page of feedback more than the second page
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Liked that the feedback format was simple and quick
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Felt comfortable adding additional details to the feedback
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Thought the app was useful since everything is moving online/through a digital setting
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Liked QR code feature - useful on networking events.
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Liked that the app is for those in the workforce
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Felt confused about some wording
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The user is not sure about the choice of button color - grey
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Disliked the open-ended question as compared to the star system and interval questions
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Felt comfortable giving feedback, but was not sure what to say at the moment
User Dislikes
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No strong feelings on
the new "clear all contacts" feature
Summary
Changes Made
Achievements
Reflection and Next Step
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90% of users were more comfortable answering the feedback portion because they were given a choice.
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Added an additional screen with only drag and drop type questions (ex: likely -> less likely).
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Gave users the options to continue giving feedback or go back to main page.Adjusted color and wording.
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91% of users appreciated the variations in giving feedback.
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100% of users were able to share a K-card through the new interface
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Button color changes helped the screens “pop-out” visually.
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Conduct more usability tests.
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Reevaluate the prototype and make changes accordingly.
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Test feedback requests through pop-ups at different stages in the user journey.
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Review and rephrase wording