Workato

User Research, Information Architecture, Grammar

MY ROLE

Conceptualization, Wireframes, Prototype

TOOLS

Axure, Adobe Photoshop

DURATION

September to October 2017 (6 Weeks)

PROJECT TYPE

Group Project

TEAM

Manisha Goenka, Saai Kishore

SUMMARY

Workato is an enterprise workflow automation software for helping various team manage their tasks efficiently. It allows users to create new recipes or use community based recipes. For this project we worked on simplifying the onboarding for business users. We also designed a new dashboard which allows for better decision making.

Overview

Problem

For the project, we were given below MVP requirements. This was a real-world project with feedback and inputs from the Workato team.

  • Improve the Information Architecture and resulting experience of new user onboarding
  • Introduce a configurable dashboard based on the role of the logged-in user (Single user or Team Owner) and also based on their teams.

Solution

Our focus was to improve the experience and help new users who are not extremely tech-savvy but have deep business knowledge to onboard easily and start using Workato.

We also want to create a new dashboard design catering to particular user’s needs and help them in automation task. Every design decision we made carefully considered how much knowledge or lack of it does the user have.

We presented our final prototype to the Workato company executives. It was attended by Nishtha Mehrotra Tyagi (UX Designer), Huilin Yang (Product Manager) and Amal Debnath (VP Customer Success). The team really liked our linear recipe creation flow and appreciated us for making user-centered design decisions.

Design Process

We started our process by researching and understanding the what and why of Workato. We interviewed several users based on business use cases and created two personas. We also conducted heuristic evaluation to identify issue and usability principles violations.

After research synthesis, we broke the user stories into Object- Action Grammar and Task Prioritization Matrices. For the dashboard we identified the measures and dimensions. Finally, we created low fidelity and high fidelity Axure prototypes for our final design.

Research

PRODUCT OVERVIEW - WHAT IS WORKATO?

The average enterprise uses over 1000 different applications. These frequently include both cloud-based and on-premise applications. In addition, personal and business productivity applications such as chat, social media, calendar, are a key part of daily work and data from these is often unintegrated with other business data. Workato solves the problem of workflow automation for enterprises.

Without automated integration, organizations cannot leverage the full power of data in their multiple applications. They need to re-enter data multiple times across applications, constantly context-switch across applications to accomplish tasks, and so on.

COMPETITIVE ANALYSIS

Competitive Analysis helped us to synthesize information before jumping on to features and actual design. We did a comparative study of three workflow automation applications - IFTTT, Zapier and Workato. For each of the selected competitors, we evaluated their onboarding process and interaction design.

Finding Usability issues

A list of usability issues was discovered during user interviews and also while we tested recipe creation on the Workato application.

  • Discoverability of which team you are in is missing under the profile. Currently it just shows your name and not the team you are in.
  • Some apps (Linkedin, Facebook) are available during search but not when user adds a trigger.
  • Different team views under my account is confusing since the picture is of admin and the role is what the user has on that team.
  • Two action for the same operations present (Creating a new folder).
  • Raise a ticket option is not visible in the help menu.
  • Process of raising a ticket is long and you are not able to select specific recipes to raise a ticket although you are logged in.
  • When user selects an app the other possible action apps are shown along with datapill for the app, even though all apps shown might not be compatible to create a recipe.
  • When the recipe is test running there is no option to STOP a recipe. The only option is to START a recipe.
  • During on-boarding or while we create new apps there is no option to go back. Only way for the user to go back is by pressing the back button on the browser.

User Interviews & Workato Team discussion

Since the product is meant for particular, it was important to get into the shoes of the actual user and observe them. For this purpose, we conducted simple contextual enquiry to understand pros and cons of the automation system.

For this project, we also sought the help of Workato Product team via Google docs to comprehend the business goals along with users.

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PERSONAS

We created 2 personas to understand user’s goals, their needs and the pain points associated with using Workato. Doing personas helped us evaluate what is essential in user’s journey and how could we help them achieve their goals and in an easy way. It also helped us understand the different professional groups using Workato.

Key Findings

  • Not knowing how the end action looks like is frustrating.
    For many users it was a mystery as to how the end action looked like. For e.g. when given a task to create a recipe for adding a new row when email arrives the users did the task correctly, but the final action turned out to be different. Not knowing how to change it in the first place made no sense for them.
  • Automation should not require programming knowledge.
    In the recipe creation process, the app data for action has to be entered in a certain way. This was hard for users to figure out on their own and being able to change it.
  • I don’t know where to begin!.
    There was a lot of confusion after users signed-up and started to create a new recipe. They felt the home page did not offer much information about what to do with all the apps.

Conceptual Modeling

To translate the requirements into design components, we deconstructed the existing information architecture into object and action pairs and associated attributes.

Object - Action Matrix

Using the above information, we refined this matrix to create a clear and condensed version since the larger the matrix the more the cognitive load associated with the design.

As a tool it helped me to define the Information Architecture of the product and structure all the pages and elements. Our goal was to find and group related object-action pairs together.

Prioritization Matrix

We also created a prioritization matrix based on the frequency of use and volume and cross persona swim lane analysis. Based on this matrix the important features can be highlighted and the Rare features can be in the secondary layers.

Measures and Dimensions

This formed the anatomy of the quantitative data to determine what story is to be told. It is an Interaction Design decision inclusion picking the default value for the graphs.

Ideation

Experience Flow Diagram

After constructing the matrix, I created the user flow to indicate one of the many path the user will take to accomplish the priority task for on boarding in Workato.

Exploratory Sketches

I sketched low fidelity screens on whiteboard to determine various alternatives and also to quickly iterate upon my ideas for the flow. I went ahead with Object item based menu for our final design. To create a consistent smooth flow, I sketched all of the screens.

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Dashboard Design

ONBOARDING FLOW

Prototype

We created a medium fidelity prototype in Axure with all interactions and visual design to help users to accomplish the onboard to Workato and create their first recipe. We also defined the grids which helped me to arrange the objects and their attributes within the grids.

Project Impact

My Learnings

  • I learnt about data visualization techniques which helped me to portray information in a way that makes it obvious how people should use the information to make decisions.
  • I understood the importance of raw, normalized and summarized measures in the dashboard.

Limitations

  • Since we were given the requirement for MVP we strictly adhered to that and couldn’t explore other alternative solutions.
  • Due to time constraints, we emphasized more on creating a single design for dashboard.
  • Also, due to the tight schedule usability testing was not conducted with participants, but I received feedback from Workato’s executive team and my peers.

MADE WITH IN 2017