Redesigning Account Management Header in Enterprise using card sort

Getting Started

How this UX Study will lead us in the right direction

Process

The process for running a User Study is as follows:

1. Identify the Question: What is the question that this user study is trying to answer?

2. Conduct User Study: once the question has been determined, as user study can be performed and data gathered to answer the question.

3. Next Steps: Once the study is complete, has the question been answered? If not, another user study may need to be performed. If so, we can move forward with proposed updates.

Problem

The Account Management Header currently has 3 major problems.

1. The Header is too large

2. Header is over encumbered with patron data points, a lot of which aren’t all that important to many clients

3. The header disappears as client scrolls down page

Scope

What is the most important data points in the Account Header for the client?

Objectives

We want to find out from clients, what the most important data points are for the Account Header. That way, they can quickly see the most important data points up front in the collapsed view of the header.

Assumptions

All the participants use PacCore daily, so should know what all the listed patron data points are without having to really think about what they might mean.

Methodology

Ranking Card Sort (in OptimalSort): Participants will be asked to rank their top 10 patron data points, 1 being the most important and 10 being less important, from a list of 20 data points.

These rankings will then be used to as priority for creating a possible 3 states of the Account Management Header.

The study will need to be run in 2 separate tests as we have a participant cap of 10 for each test.

Participant Criteria

Recruitment

The target for this study is clients who use Account Management in PacCore. 

Participants were pulled from the PacNet20 Participation List. These individuals indicated at PacNet20 that they would be interested in participating in future Paciolan UX studies.

Study was sent to 16 people.

Personas Targeted

The below personas are some that were targeted in the clients that were sent the study.

• Gift Processor

• Director of Ticket Operations

• General Manager

• Manager Donor Relations

Response

Did the Card Sort for Account Header answer the question?

16 clients invited in study

14 clients completed study

87.5% participation rate

Key Finding

What is the most important data points in the Account Header for the client?

1. Account ID

2. Account Name

3. Preferred Email

4. Preferred Phone Number

5. Account Status

6. Primary Contact

7. Mailing Address

8. Customer Status

9. iProfile

10. Ticketing Billing Address

Data

After taking all the participants rankings (from both tests), and combining them we can get a sense of what is most important to our clients for the Account Management Header information.

Using excel, we can calculate both a base rank (average position) as well as a weighted rank (to account for the number of times a data point was selected).

Quote from user

"It would be great if [header info] stayed in view as you were scrolling down through other information."

Next Steps

Where does the Account Management Header go from here?

Proposed New Header Design

Using the data collected and collaborating with Product Management, the below was presented. The collapsed menu is default with option to expand to see other important account information.