How can we measure our design quality and improve future design work?
This project took a step back to take a step forward. We assessed workflows across our products and services through an in-depth heuristic review process and produced design quality scores to start a meaningful conversation about the state of our user experience. The design quality scores were used to baseline our experience and now serve as a reference in our efforts to improve the user experience.
Heuristic reviews were conducted for a large number of workflows that represented the experience of our users across all products and services. Each workflow was given a severity score upon completion of the review process using Nielsen's ten heuristics.
The heuristic review process itself was supported by an intra-heuristic guidebook that further operationalized each heuristic and ensured all reviewers were working from a similar heuristic definition. While all of the research team supported the entirety of this project - this was my major contribution.
The intra-heuristic guidebook was created through a review of current heuristic issues and desktop research pertinent to each of Nielsen's 10 heuristics.
The intra-heuristic codes were also used to code over 3000 findings to gain a more complete picture of where we should focus our UX improvements.
Findings from this process were presented weekly in the form of a workflow audit, along with several summative reports and visuals to highlight key insights.
Member of heuristic review design research team, lead design researcher for creation of intra-heuristic guidebook
The design quality score and heuristic review process provided a common language for all product teams to use when speaking about the state of user experience.
The design quality score made it clear that current company services are not up to contemporary user experience standards.
The heuristic review process and full guidebook have been adapted for scrum team work and now serve as a checkpoint in the design process.
The heuristic guidebook broke down the Nielsen's 10 heuristics for those who were less familiar with the definition of use of heuristics.
Engagement with the user experience team increased as the heuristic review process provided a framework and process that people outside of UX could clearly see the value of.