FAMA

Process
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Report Revamp
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We had received plenty of feedback from each of our three tiers of clients prior to the start of the project. I used the recorded feedback as a basis for a detail heuristic analysis of how clients currently have to navigate the Reports within the web application. My main focuses were: Reducing the total time it took a user to review a full report containing over 20 flagged posts (the current process loaded 20 posts at a time) Implementing flag type filtering (behavior flags and post type flags) Improve report filtering. Filtering/sorting was a known and consistent problem throughout the entire application and the filtering system for Reports would be used as a base for the rest of the application.

Timeline View

We also planned to introduce a new feature requested by larger scale clients: a Timeline View. I partnered with the Chief Revenue Officer to get a detailed explanation of the requested needs of larger prospective clients who ultimately refused signing long-term contracts because we did not let them view raw candidate data. We looked at data reporting services, similar to Looker, to get a better sense of the best ways to present raw, larger data sets to clients while providing a satisfactory user experience in line with our service.
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Research Report Revamp

Each of our customer calls are recorded for quality assurance and served as the largest source of user feedback. As a standard, new clients are onboarded by our Customer Success Team for 90 days, giving us access to consistent and direct feedback on the Report review process from each and every one of our users starting contracts during the last 9 months. We found that irregularities of post size made it extremely difficult to quickly review reports. Long posts, such as a Facebook post with over 100 additional pictures, would be forced into the width of the column, meaning over 100 stacked, full size photos. The current design presented a pair of posts split into one row by two columns. If a long post was included in the report, the row would be lengthened for both columns, meaning you would have to horizontally scroll through all 100 photos before seeing the next pair of posts. That led many users to spending as much time reviewing one posts as they could have reviewing 20 posts.

We also found an increasingly high number of complaints regarding noise and the ability to filter through posts. There were 12 potential categories that each post could fit in, with 4 of the categories having extremely low thresholds while also being the categories that users tend to care the least about. There was also nothing indicating how many the flagged posts belong to a category, so the existing filtering process didn't allow users to gauge how long it might take to review a single report in a large batch of submitted candidates.

Timeline View

Since most references for the Timeline View were for enterprise applications and Fama's web application, while targeting enterprise-level clients, was consumer-focused, our main focus was simply understanding common data selection methods most likely used by our users in other applications. While the company wanted to include one timeline view that included an integrated chart with all of the post data points we collected, I made an executive decision and designed a solution that allowed users to filter by a large set of data points would be presented them in individual timelines for v.1. We weren't sure how this specific feature would perform and making it too complex would do more harm than good.

The Solution

Overview & Report Pages

Given the user feed back, my priority was including an Overview of all reports so users can know exactly what to expect before getting too deep into reviewing a report. This Overview page clearly displayed verified social media profiles, all of the candidate information that our users input during the start of the process, as well as a breakdown of the flagged posts and the posts count for each of the flag categories. To accommodate, Overview was made a separate page from Report, accessible through a tab placed at the top of the page. We also added a quick filter feature that allowed users to apply a filter to the full report by simply clicking on the type of flag or flag category.

Timeline View

Timeline View was originally meant to be a separate feature within the software, but in its final iteration, it was clear that it was very much a function of the Report review. Similar to the Overview page, we included Timeline as a separate tab. Though meant to be an advanced feature, it shouldn't be dissimilar to the rest of the application. The inspirations used for design have really complicated, non-user friendly ways to select which filters to apply, so we decided to use the same feature added to the Report page. With this approach, users could apply the exact same filters between both features.

Reception & Prototype

A pre-production prototype was shown to multiple existing clients and prospective clients who were in the negotiation phases. The prototype was the deciding factor in securing multiple of Fama's larger clients, including the Major League Baseball organization who had previously been on the fence about committing to along-term contract.