Nick Conflitti: PhotoWorks Case Study

Image demonstrating the new PhotoWorks is responsive for desktop, tablet, and phone.

GoSpotCheck provides mobile workforce management solutions to a variety of industries, including retail, consumer goods, and manufacturing to streamline field operations, improve compliance, and gain better visibility into their field activities. The platform is designed to help businesses with field operations by allowing them to collect, share, and analyze real-time data from their mobile workforce. Key features include:

Task Management: Creating and assigning tasks to field teams to ensure consistent execution of activities.
Data Collection: Utilizing mobile devices to capture data such as photos, surveys, and forms in the field.
Analytics and Reporting: Aggregating and analyzing the collected data to provide insights and improve decision-making processes.
Customizable Workflows: Allowing businesses to create and modify workflows to suit their specific operational needs.

Background

Clients rely on the visual confirmation of the work being done, which gives them a window into the market they serve. In order to report on and analyze all of the photos, Photo Album–newly re-branded as PhotoWorks–was originally designed to aggregate every photo captured in a single photo gallery where subscribers could quickly review, filter, and analyze photos.

However, Photo Album had user experience, architecture, and performance challenges:

• Performance issues of long delays from time of capture to time of reporting
• Limited data that accompanied the photo through the data pipeline
• Searching and filtering by different dimensions was painfully slow and unreliable
• A rigid roles and permissions schema that could not be altered by customer admins to meet their needs

Product Requirements

Create a delightful experience for users
Reimagine the UX to accommodate variable and dynamic data
Create a mobile responsive experience for computers, tablets, and phones
Cut task completion time by 50% on main user flow:
Choosing two filters
Exporting a report of chosen file type
Given a user has ~2,000 returned images, average time of completion should be < 1:50 seconds
Redesign the UI for filtering and searching while accommodating relational filters and unlimited dimensions to filter by
Account for different permutations due to a new roles and permissions schema
Create a new UX for creating and sharing photo albums (a new concept in this product), while having the choice to make them public or private

Design and User Testing

As part of the redesign, we analyzed product usage metrics via Pendo and gathered insights on user patterns and feature usage in the existing product via available database queries. In addition to knowing common usage patterns, we collected feedback from internal and external stakeholders and organized a backlog for the necessary feature sets.

Starting with a product inception meeting, we discussed:

• Hypothesis to test
• Problems to solve
• Personas
• Stakeholders to keep informed
• Core working team, roles, and responsibilities
• Values we needed to deliver
• Constraints and dependencies
• Additional ideas
• Minimum viable experience
• Target metrics of the new solution

After the inception, we moved on to working on card sorting exercises for a new information architecture given the new features and requirements, and mocking up wireframes for proposed layouts.

Once general layouts for all key pages were established via wireframes, I created a high-fidelity, interactive prototype for the major functionality of the application. With this interactive prototype, we prepared both qualitative and quantitative tests to be executed at our company’s annual customer conference, Reimagine. At the 2-day Reimagine conference we hosted hundreds of customers and put on keynote presentations, had different attendee tracks, and multiple interactive experiences. One of which was a UX Lab where people could come and test out new feature sets and product offerings. For two days my product manager and I ran 1:1 usability testing sessions where we learned the likes and dislikes of the application (through an interactive prototype) along with collecting feature requests and suggestions for improvements.

In addition to the qualitative sessions, we had a post-conference survey to gain more feedback for anyone who participated in our usability testing sessions. In total, my PM and I hosted ~40 1:1 sessions with customers, and nearly all of them requested to participate in our Beta launch.

Absolutely loved the new photo album!

Rebecca,
Hensley Beverage Company

With the feedback we gathered from the customer conference, we confirmed that we had the right feature set, and it helped us prioritize the features we needed for an MVP from an engineering and design aspect. The sessions helped us validate:

• UX patterns for maximizing the real estate between filters and scrolling for photos
• The needs around sharing and the different formats needed
• The configurations needed to improve exporting of documents (PDFs and PPTs)

$850K

New ARR within six months of launching the app

~65%

Faster task completion of primary user flow

80+

Customers who volunteered to be in Beta program after one demo

Image of user using looking at a single photo detail view on a laptop