-
About
Recording video and audio content is the single most important part of the Public-i product offering, traditionally this content is captured via specialist camera and audio equipment that is installed in set locations for clients. Increasingly clients are looking at ways to move beyond the fixed nature of these recordings in order to capture a wider more dynamic range of content relevant to the audience. Competitors had started offering solutions to this need and clients were starting to investigate free alternatives such as google hangouts to fulfill this need. Public-i needed to stay current to its clients requirements and provide a solution that was both competitive and financially attractive, with a short release cycle.
The Goal
To provide a portable webcasting solution that was not constrained to specific hardware. That could be installed and operated by users without domain specific experties and that was familiar to existing users. Take a lean approach to product development with early and often user validation and have a product ready for market in a short time frame.
1) Stakeholder Interviews
Through conversations with the sales team and customer support it was identified that existing clients and prospective customers had a need for a more portable webcasting solution. Working with the product owner and lead developer we looked at the business opportunity, researched competitor solutions and looked at ways clients were currently attempting to address this need. Outlining areas of our current product that could be adapted to meet the users need gave us a roadmap to move forward with exploration.
-
2) User journeys
The current solution was built for expert users with a large number of features and options being added over the years. Approaching the project from the users point of view meant that we could focus on the task to be done rather than the technical implementation. This resulted in a menu area that was reduced from 47 items to 25 and an installation workflow that was reduced from 27 steps to 7 or 9, with logic based workflows introduced.
-
3) Wireframes
Whilst mapping out the user journey it was identified that an integral part of the users journey, booking a webcast, was missing from the platform. This booking process was previously done in legacy system that the company was transitioning away from. Working with and liaising between the web and desktop development teams I created wireframes in Axure for a new booking process. Ensuring that only the essential information was bought into the new process and that a much simpler and focussed process was created.
-
4) User feedback
Continuous user feedback was vital to the early validation and ongoing development of the new product. Speaking with users at the companies annual client focus group enabled me to gauge early interest and put together a group of five clients that would test and feedback on developments throughout the process. With these users I ran telephone interviews, set up diary studies and carried out observational studies. I was also able to expose the lead developer to user testing of the product and give insight and knowledge into approaching design solutions from a users point of view.
-
5) Iterate
Over a period of two months I worked closely with the lead developer and product owner to gain a greater understanding of the users needs and requirements. Feeding this back into the scrum process to ensure we had validated learning as we went and that the product was iterated on and refined to provide a solution focussed on the users needs.
-
Outcomes
A new product that the company can use as an up-sell to existing clients and to secure contracts with new customers, ensuring we remain competitive in the marketplace. Improved knowledge and understanding for the lead develoepr of approaching projects from a users perspective, ensuring software adapts to suits their needs and work flows. An improved workflow for booking meetings that was carried over into the main project enabling a faster transition away from a legacy system.