who
CX + Program Ops mainly, but all of the internal business use in some way or another
what
Ability to creating different types of campaigns at scale
why
Too much domain knowledge needed, broken into multiple flows and is very manual
North star
Deprecate Django
To do this we needed to know what exactly Django did, as so a Miro board of all the functionality was created by the PM's and stakeholders.
I was a little light on work one week and sort to solve something that would have the most impact and hence how this project started.
Plan
I went through the board and learnt all the task done by Django and in-turn understood what could solve the most of these in one swift go; the process of campaign creation. By building out this master flow, I would also build out multiple mini flows that can be used in isolation, along with defining patterns for future use.
Research
Started but running interviews with stakeholder and mapping an as is journey end-to-end. Making note of all possible tangents, redundant fields / settings and questioning areas of concern.
Takeaways
- It takes 3 websites and 7 different flows to create a single campaign.
- There was a lot of redundant fields and options that was left empty.
- There was a lot of domain knowledge needed to finish the process.
Groupings
Once the interviews were done and I knew what was needed and what was redundant, I set out to organise this cleaned data.
Note
A lot of these fields were added as and when a feature was needed and over time it got very messy and disjointed.
Wires
I then layout all this refined information into simple boxes to start give shape to this whole thing.
Crits
Once there is some solid base to go off, I take it to crit to share with wider teams (design, product, engineering and stakeholders). I share early and often to ensure, we're all singing from the same hymn sheet if you will and to make sure any mistakes are caught early.
User testing
At this stage I ran a testing session with users and stakeholders, whereby I got them to go through the process of building a campaign. The tasks shown in the pink box. Strategically placing tasks in the most complex sessions to see how userfriendly the design was and in-turn mitigate for higher levels of domain knowledge needed to build campaigns.
Here is all the findings condensed, with notes, information and actionables.
Ultimately, notes and information became actions too in some way or another.
Tasks
The task list for the user testing
Follow-up findings
In conversation and through the user testing; information came out of different issues and areas of pain which involved other teams and this session was to capture all this to then action.
Feedback
After the user testing was conducted, I made a deck to present this information back to the wider teams (design, researchers and product). Highlighting the key takeaways and actionables.
Breakdown
This is a big project so can't be implemented in one go so each section of the master flow got broken into bits and then side loaded. This required coordination with multiple teams which owned different parts of the flow. Main flow on the left and on the right, is the broken up pieces assigned to each team.
Result
Unified 7 part flow into 1
60%~ of functionality moved off Django
Simplified and automated majority of the flow