Because it’s crucial to understand what will motivate people to use a product, I started my research journey with some questions in mind:
What is the purpose of this product? What’s the primary problem I have to solve? Who are the users? What are their biggest pain points? How do they interact with the product? What’s their context, device type, frequency of use?
I started reading comments and reviews about the platform and found that people complained about usability problems, but still thought the product has potential.
“People use products and services to get jobs done.”
I used the Jobs-to-be-done framework to help me structure my findings about what jobs are people trying to get done by using this product.
This exercise helped me understand what are people really trying to accomplish when using this product, as well as their expectations and motivations they have while using it.
The most important job users are trying to get done when using Samsung Members platform is to find and receive help regarding an issue about a Samsung product or service. This can be achieved though Samsung employee’s assistance or through community help.
Deconstructing existing design
Let’s assume that the user heard about Samsung Members from a peer that recommended to check this community to find answers to questions related to Samsung Products.
I did this to see where users could potentially get stuck or frustrated in the workflow.
Other problems I encountered when using the platform
- The layout does not help the user focus attention on what to do next
- There is not a clear visual starting point at every page
- Users’ mental models not taken into consideration
- Accessibility issues
- Same visual weight on both primary and secondary buttons
- Pages do not share a consistent layout
- UI components are not used appropriately
2.Define the problem
My assumption is that a typical user will find the platform cumbersome and won’t be able to complete the most common tasks without frustration.
In order to validate my assumptions stated earlier, I conducted a few interview sessions with some acquaintances that were already using Samsung products. I asked them to go through the necessary steps in order to complete the most common tasks you can find on the platform.
I paid attention to what are the biggest pain points when trying to finish the task, how do they interact with the product, and the overall impression about the product.