Mounika Konidala 

SUMMARY:

At present users have to log on to different applications to access the Citrix corporate workspace and we would like to understand the users thoughts, ideas for new features, and what motivates them to use a mobile app. The team would like to know MVP for design perspective, what is it users don’t like and what needs to be changed in the existing web app. 

 

My responsibilities included

• planning the study - design recruit emails (with screening questionnaire) and working with lab coordinator on incentive plans

• working with stakeholders to analyze the product concept

• Working with designers to replicate the real environment in the prototype testing, report issues, etc.

• working with design manager to prioritize tested tasks on the new feature design

• acting as an observer (2/7 sessions), a moderator (3/7 sessions), or a note-taker (2/7 sessions) in different usability sessions that were conducted remotely with Cisco WebEx

• gathering feedback on user satisfaction and pain points about prototype design and incorporating the blank-page technique (participatory design) to help sellers think aloud and co-design the potential new design

• analyzing quantitative and qualitative data from pre-test survey, notes/sketches during the session, post-task survey, and post-test survey

• selecting discrete user groups based on their demographics and interests in certain areas of the new feature

• designing discrete surveys to allow participants to provide feedback about their overall experience with the beta

• participating in weekly remote meetings located in a different time zone

 

OBJECTIVE:

Gather feedback to improve FTU and onboarding designs for Citrix Workspace on the iOS phone.

• What is the motivation of all of the stuff we’re injecting into the workspace?

• How do end users understand the information presented?

• Identify new features that are not existing in the prototype

 

 

Round 1 - User Interviews

 

PROCESS:

 

 

 

 

 

 

 

 

 

 

 

 

OVERVIEW

• At present, users have to log on to different applications to access the corporate workspace. Citrix is developing a product where users can go to perform all their corporate activities from a single place.

• The product team would like to understand:

  • How do end users access Citrix clients/services 

  • What type of devices do they use to do their work

  • What would they like to see in the future

  • How will the workspace concept fit into their work process and activities

  • The first phase of research will help the design team in putting together the initial product designs. Phase 2 will use to validate the designs.

 

GOAL

• To understand how they use different apps in different scenarios and use cases

• To understand end users’ current experience with Citrix clients & services

• To understand end users’ likes and dislikes

• To understand end users’ thoughts on productivity w.r.to mobile devices

• To understand the most frequent use cases for Citrix clients & services

• Evaluate ideas to implement in future designs 

 

CHALLENGES

• Find out the right participants who have experience with three apps (Secure Hub, Secure Mail, Citrix Receiver).

 

OUTCOMES

• Areas of opportunity

  • Single integrated UI 

  • Specific feature: Single sign-on, tablet-friendly workflows, In-product/troubleshooting guidance 

  • Workspace automation 

  • Specific feature: documents offline availability, Smart spaces, Tablet-friendly workflows

  • Transition between devices 

  • Specific feature: seamless workflows

  • Devicespecific activities – ability to customize workspace based on the device.

  • Specific feature: customization 

 

 

Round 2 - Usability testing

 

PROCESS:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

OVERVIEW

• In total, I led 9 usability testing sessions (one hour each) with participants from a wide range of demographics, professions, and different experience levels with apps to evaluate design wireframes for a single workspace app.

• Activities involved in the testing included gathering feedback on user's preferences of contents, design hierarchy, and visual elements of different variations and the why beneath using participatory design techniques.

 

GOAL

• To elicit feedback from users to inform the design direction of workspace app, including desirability, understandability, and user preferences of contents, design hierarchy, and visual elements of different variations

 

CHALLENGES

• Requirement - We looked for people with experience of different Citrix products (Receiver, SecureHub, SecureMail) makes it difficult to find the right participants.

• Technical issues encountered during the remote usability studies

• Without a fully working prototype made it more difficult to gather user's real feelings and behaviors (especially in a remote setting)

 

OUTCOMES

• Usability study report with 15 detailed findings of user pain points and corresponding recommendations for the redesign

• The impact was to direct the product development team about what worked and what did not in terms of user flows and web interfaces and incorporate research findings into the design by presenting design recommendations to the design team. 

• Participants viewed Citrix Workspace as a place to securely get their work apps.

• They didn’t understand that Workspace includes both Receiver and Secure Hub.

• The installation process was unnecessarily lengthy.

• Most of the people felt like they were inside Secure Hub, and not Receiver or Workspace.

• Many didn’t understand what they were clicking and just wanted to get done with the installation process.

 

*I can't present the specific findings and design recommendations due to NDA, but I can share the process.

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