Workflow Messaging
As Order Takers submit documents through the Cavallo Workflow, they need to know clearly and concisely what happened with their order. To accomplish this, I used a systematic approach to copy based on quantitative research.
Role: UX Designer, UX Researcher, Copy Writer
Software: Figma
The Problem
Within a dynamic, automated workflow, Order Takers need to know important actions and paths, but also don’t want unnecessary details
Unified System
To accommodate all possible actions, paths, and transfers, I needed to use a systematic approach to create unified concept. For this task, consistency meant clarity.
Quantitative Research
It’s not enough to assume what’s important: I used a Card Sort to identify exactly what users found most important.
User Flow
Our users submit multiple documents a day. A user flow puts me into their shoes to identify the quickest routes and pain points.
The Process
Problem Statement
Users submit documents through “Workflow,” which automatically commits actions and moves documents through queues. We needed a unified system of messaging to tell users what is happening.
User Flows
Even though there are many variants, what is the overall path that users follow upon submitting documents? I paid particular attention to pain points and areas of confusion.
Information Architecture
What are all the possible messages? How do they combine? Do any overlap or exclude another? Most importantly, which situations are encouraging and which are frustrating?
Quantitative Research
What situations are the most important for Order Takers to know? Which are unnecessary? A Card Sort provides quantitative data, and it allows users to tell us how they rank the items in terms of importance. This provides authentic feedback and meaningful insight.
Research Report
With clarity from the users, we now understood what the most important information was to users. A research report drives alignment across the team.
Structured Copy
I wrote out each possible combination of workflow conditions, then developed a concise template for each situation.
UI:Material Design
Material Design has a trusted and familiar component for us that allows us to prioritize information into 3 tiers of importance: snackbar, banner, and dialogue.
Putting it all together
All the variants fell into place because of the organization from the IA, the insights from the research, and the simplicity of Material components.
Final Product
Impact
The flow of Workflow
Workflow is the leading cloud product for Cavallo, so it was essential that our messaging was useful and clear to users. Through research, systems thinking, and standardized components, Order Takers can confidently trust workflow.
Takeaways
When in doubt, ask the user
Using the card sort clarified what the user found important, which made it easy to prioritize the information that we sent them.
How do users handle errors?
We studied what information was most important to users, and often it was reroutes and unexpected changes. The Material Components help users handle errors, but there are always ways to be more helpful. Time with users will reveal which errors we should focus on fixing.