CONFIGURATION MANAGER
USABILITY TEST
KEY DETAILS
My Role: UX Researcher
Timeline: September 13, 2023 - October 2, 2023
Tools: Zoom, Condens
PROJECT CONTEXT
The PaymentExpress (PEx) Team collaborated with the UX team to integrate the existing Configuration Manager into a new application and enhance its usability. Interviews were conducted with current users to understand their challenges and expectations for the future version. The project involved interviews with users of the Configuration Manager to gather insights on its current usage and areas for improvement.
GOALS
The primary goal was to create a more intuitive tool, addressing current usability issues and expanding access to other teams.
RECRUITING
Participants were recruited internally from GSG's PEx Team.
METHOD & PROCESS
Interviews were conducted with key users from different teams. These sessions were mostly unstructured, allowing for open discussion about user experiences and challenges with the Configuration Manager.
ANALYSIS & SYNTHESIS
Users reported certain difficulties accessing and using the Configuration Manager, citing issues like confusing jargon and an increased need for formal training.
FINDINGS
The Configuration Manager contained some bottlenecks and inefficiencies that GSG has worked to address. Users expressed a need for an updated interface and the development of formalized training resources.
IMPACT & REFLECTIONS
The study highlights the necessity of updating the Configuration Manager and related training materials to improve usability. By addressing these issues, the company has enhanced its operational efficiency and reduced the support burden on the teams responsible for point of sale operations. The outcomes of this study have positively impacted both internal teams and clients, streamlining processes and enhancing service delivery.