Validation & testing
The devil is in the detail...and he will kill you (or your feature)
Once we had a solid footing on UI constraints, I needed to dive deeper on the workflows that had been missed in initial concepts.
- Are notes and progress tracked agains Chains, Links or both? (This would effect where the user could view and action them)
- Have we comprehensively covered the fields required for data capture on offers?
- Who are the most contacted people for each link?
- Can a user successfully use 'Milestones', do these meet all the tracking requirements currently being captured on paper?
- How often do Split Chains occur and how many splits (before a wild tree is formed) do we need to accommodate?
I went to our users for (some) of the answers, interviewing 5 agents and running them through 4 prototypes.
Results of the testing pushed us forward in functionality and gave us a nudge on UI. Surprisingly the modal interaction was a hit and our anxiety about having compromised on it was slightly assuaged.
I also garnered some great terminology insights to make the actions more intuitive for users and add in helpful status markers such as 'Completing a Chain', 'Marking End of a Chain' and so on.