Project type: Reskin and
enhancements.
Role: Lead UI and UX
Key objectives: Enhancing usability, integrating new features for better user
interaction and driving higher user satisfaction and engagement.
Our goal was to elevate the user experience of IBM RPA's installer by refining its visual design, improving usability and increasing user satisfaction. We wanted to improve the visuals, the installer experience and the overall look and feel of the pages.
With the help of our user research team, we identified a main persona for the project:
Blake, the business manager. Blake works in a growing SME, managing a team of customer service agents. Blake needs to ensure his team is working efficiently, while still providing a high quality customer service.
He’s just bought IBM RPA to automate his more basic customer service calls; freeing up the 'human team' to work on more complicated customer calls.
We conducted a series of interviews with real RPA users and noted their pain points. We noticed that:
We started with a comprehensive sprint to define the design direction for IBM RPA. This phase involved:
The iterative feedback and client insights were crucial in shaping the vision for the product's redesign.
Additionally, I conducted a workshop focused on brainstorming initial concepts for the new IBM RPA product. This workshop was instrumental in exploring growth opportunities and identifying solutions to key pain points.
The design process involved multiple iterations, beginning with initial wireframes and evolving through regular feedback sessions. Key activities included:
These iterative feedback loops and client insights were essential in refining the vision for the product redesign.
I created a series of bespoke animations for the RPA product, including a loading screen animation for the installer.
Our redesign efforts culminated in significant improvements across multiple aspects of the IBM RPA experience. The enhanced visual design, streamlined installer and refined user interactions led to a more intuitive and engaging user experience. Key outcomes included:
Feedback indicated a sizable increase in user satisfaction, with many reporting a smoother and more efficient experience. The improvements have not only addressed the initial pain points but also set a new standard for user experience in IBM RPA.
Overall, this project successfully transformed IBM RPA into a more effective tool for our users, enhancing productivity and customer service capabilities across SMEs.
“If I’m rating the UX of this one it’s a 10 out of 10.”
— Solutions Architect at Globe Telecom
“I want IBM RPA now to tinker with it, I’m that impressed with this!”
— Solutions Architect at Target Group
“Keep this up and I might just have to switch over from UIPath.”
— Developer at the U.S. Department of Defence