What is the PFL Platform?
The PFL platform is a centralized online tool that enables customers and internal teams to track the progress of programs from start to launch. It streamlines program management by providing features such as program listing, task management, artwork upload and approval, and configuration and testing options. The platform aims to enhance collaboration, improve efficiency, and provide a seamless experience for customers and internal teams involved in program management.
Category
PFL - In House
Role
User Research
User Testing
UI Design
Project Definition
The objective of the PFL Platform project is to develop an online platform that centralizes customer program information, project updates, and communication. The platform will enable both customers and internal teams to easily track the progress of programs from their initiation to the final launch stage.
The scope of the project includes the design, development, and implementation of the online platform. It involves creating a user-friendly interface that allows customers to access and manage their program information, receive project updates, and communicate with the internal teams. The platform will support integration with external tools such as Salesforce and Marketo to streamline processes and enhance efficiency.
Understanding the Problem
The problem at hand is the reliance on email communication between customers and PFL customer service. This leads to inefficiencies in various aspects of the process, including artwork template sharing, reviewing and approving print ready proofs, and discussing timeline and go-live dates. The constant back-and-forth via email creates challenges, as important information can be missed or buried in crowded inboxes. Through multiple rounds of discovery calls and interviews, we have identified the pain points and limitations of the current system, gaining insights into what is working and what needs improvement. There is a clear need for a centralized solution that streamlines and improves communication, ensuring a more efficient and effective workflow for both customers and PFL customer service teams.
Ideation
During the ideation phase, we took the insights and findings from our research and embarked on a collaborative process to generate solutions. One of the key activities we conducted was a workshop with stakeholders, where they were invited to sketch their own ideas for a platform that would effectively address the identified pain points. This collaborative exercise allowed us to tap into the collective wisdom and perspectives of the stakeholders, ensuring that their voices were heard and their expertise was leveraged in the design process.
In addition, we facilitated another workshop with the goal of determining the key features and functionalities that needed to be prioritized and prominently displayed in the app. By engaging stakeholders and users in this workshop, we were able to gather valuable input and insights that guided our design decisions. This collaborative approach ensured that the resulting wireframes and prototypes aligned with the stakeholders' vision while incorporating best practices in user experience (UX) design.
Through this iterative process of sketching, wireframing, and applying UX best practices, we were able to create a solution that effectively addressed the identified pain points and improved the overall user experience. The insights gained from the ideation phase served as a foundation for the subsequent stages of design and development, enabling us to create a user-centric platform that meets the needs and expectations of our users.
High Fidelity and Prototyping
During the testing phase, we conducted multiple rounds of user testing to gather feedback and validate the effectiveness of our wireframes. Initially, we started with low-fidelity prototypes to quickly iterate on design concepts and gather early insights. These prototypes were tested using a combination of Figma for interactive prototyping and Google Forms for collecting user feedback.
As we progressed, we refined the wireframes and moved towards high-fidelity prototypes that closely resembled the final product. We continued to conduct user testing sessions, incorporating the feedback from each round into the design iterations. This iterative process allowed us to identify areas where users experienced confusion or encountered usability issues and make necessary refinements to improve the overall user experience.
The feedback received from the user testing sessions was overwhelmingly positive, with users expressing ease of use and satisfaction with the overall flow of the product. Based on a scale of 1 to 5, with 1 being difficult and 5 being extremely easy to use, the majority of users rated the product with 5s, indicating a high level of usability and satisfaction.
Through the rigorous testing and iterative design process, we have arrived at a solution that addresses the pain points identified during the research phase and provides a user-friendly experience. The design of Workspace aims to provide a seamless and intuitive experience for users, ensuring that they have complete visibility of their programs and can easily navigate through the necessary tasks. By centralizing program information, providing quick access to templates, and utilizing the stepper navigation, Workspace empowers users to efficiently manage their programs, collaborate with teams, and track progress towards a successful launch.
Outcome
Despite the product being placed on hold due to cutbacks, the work and solution we developed through our design process were a success during testing. The positive feedback and high usability ratings from users demonstrated that we had addressed the pain points and created a user-friendly experience.
Although the product has not launched, we recognize the value of ongoing monitoring and testing to ensure continuous improvement and provide the best possible user experience. If the opportunity arises in the future to proceed with the launch, we are well-equipped with a tested and refined solution that meets the needs and expectations of our users.
In the meantime, the insights and learnings gained from this project can be applied to future initiatives, guiding our approach and ensuring that user-centric design principles remain a core focus. By prioritizing user feedback and incorporating iterative testing, we can continue to create impactful solutions that deliver exceptional experiences, even in challenging circumstances.
