Redesigning Civic champs’ Waiver Feature
Increasing the Adaption of an existing feature
ROLE
UX Designer, Research, Analysis, Presentation
METHODOLOGIES
Interview | Survey | Competitor Analysis | Qualitative and Quantitative Analysis | Decision Matrix Analysis | Persona | Task flow
PROJECT TYPE
Research | UI/UX Design
OUTCOME
Increasing the Feature Adaption | Enhancing User Interaction and Experience
COLLOBORATORS
Product Director | Senior Full-Stack Developer
www.civicchamps.com
Context
What does civicchamps do?
Problem?
While the app's design has been updated, the waiver section remains outdated, leading to inconsistencies and usability issues. Additionally, only 5% of users were using the waiver feature, necessitating research into why this is the case and what improvements can be made to increase user adaption.
Low user adoption
Inconsistent UI design
Goals and Objectives
Admin oversight and control
Integration with other features
Explore innovative design and formatting options
Allow customization of signatures and checkboxes
Link waivers to external systems for improved functionality
Based on the design team's assumptions to boost the adoption rate, the following items were outlined in the design brief.
Recognize the need for optional waivers
Address the lack of flexibility in the current system
Improve visualization of waiver compliance for administrators
Provide tools for efficient identification and resolution of compliance issues
Offer options like email reminders, physical copy generation, and manual marking
Streamline the integration of waivers with events and groups
Consider implications on versioning for a more cohesive system
New functionalities
Design improvements
Agile Process
Civic Champs operates within an agile framework, allowing for iterative and fast-paced design processes across various development cycles.
This approach enables a fast response to solution development by consistently enhancing products through shorter development cycles rather than long ones.
Requirements
Observe
Design
Develop
Deploy
Review
My Contribution
My contributions to redesigning the waiver section in the web app are shown below. I was involved in most of the development cycle, but my internship ended before the deployment was completed.
Observe
Design
Develop
Requirements
Deploy
List of requirements and task flow.
Conducting interviews, competitive analysis, surveys, creating personas, and observing current user behavior.
Design UI and wireframes for new ideas.
Develop new ideas and prioritize features for deployment based on the existing design system. Create Notion tickets for the Dev team.
Communicating with Devs to ensure a smooth deployment.
Current Task Flow
Part of the developed task flow
Before conducting interviews and gathering data, I familiarized myself with the app and waiver section to understand the necessary changes. Creating a task flow helped me map out all functionalities and features, identify issues, and prepare for interviews. One key finding was the presence of closed-ended functionalities, highlighting the importance of designing loops to prevent users from getting stuck.
Interview
Due to the nature of the project, along with various priority and time and budget constraints, it wasn't feasible to conduct interviews with a large number of people. As a result, three interviews were conducted in this section.
Most of the data came from tracking behaviors of current users.
Survey
After the initial data gathering, the collected data was analyzed. To ensure that our priorities and conclusions made sense and to validate our research findings, a survey was designed with the assistance of the marketing manager who sent the survey to current users (Admins).
Since the nonprofit didn't have access to any specific survey tools, Google Forms was used for this phase.
Emily Anderson
32, Marketing Executive
Finds fulfillment in volunteer work
Balances volunteer work with demanding job as a marketing executive
Warm and approachable demeanor
Committed to making a positive impact
Inspiring and effective advocate for change in the community
wants to be exposed to new opportunities to volunteer
(but don't have enough time to search for it)
Mainstream User of technology
Background
Driven by a deep desire to contribute to the community and support meaningful causes
Believes in the power of volunteerism to create positive change
Values the opportunity to make a difference and inspire others to do the same
Motivation
Engaged in multiple long-term volunteer commitments
Contributed to different organizations and projects
Involved in activities such as mentoring, fundraising, event coordination, or community outreach
Volunteer Experience:
Excitement for ongoing volunteer opportunities
Desires to continue making a meaningful impact in the community
Looks forward to collaborating with other passionate volunteers
Aims to learn, grow, and expand knowledge through diverse volunteer experiences
Hopes to inspire others and foster positive change through continuous involvement
Expectations:
Active volunteer
The data gathered from surveys and competitor analysis led to the creation of four different personas: experienced admin, passionate young admin, one-time volunteer, and active volunteer.
Daniel Rodriguez
Non-profit Organization Founder and Director
Seasoned and experienced individual in the non-profit sector
Holds a Bachelor's degree in Non-profit Management
Dedicated his career to making a positive impact in the community
Passionate about social justice and equality
Founded a successful non-profit organization several years ago
Background
Desire to give back to the community and support meaningful causes
Firm belief in the responsibility of individuals to contribute to societal betterment
Values the transformative power of small acts of kindness
Determined to utilize business skills for creating positive change
Open to exploring diverse volunteer opportunities to make an impact
Motivation
Founder and Director of a non-profit organization focused on education:
Developed and implemented innovative programs to support underserved youth
Successfully raised funds to sustain and expand the organization's initiatives
Built a strong team and fostered a culture of empathy and inclusion
Collaborated with schools, community leaders, and corporate partners
Volunteer Experience:
Continues to be driven by a passion for creating meaningful change
Seeks opportunities to share his expertise and mentor emerging non-profit leaders
Hopes to inspire and motivate others in the non-profit sector
Open to exploring new partnerships and collaborations to amplify impact
Values continuous learning and staying informed about emerging trends and best practices
Expectations:
Experienced admin
Nathan Mitchell
25,Graphic Dsigner
Vibrant and compassionate individual
Recently graduated with a degree in graphic design
Keen interest in using creative skills for a positive impact
Typically focused on career and personal growth
Decided to dedicate free time to one-time volunteering event
Background
Desire to give back to the community and support causes
Believes in everyone's responsibility to contribute to the betterment of society
Values small acts of kindness
Determined to utilize graphic design skills for meaningful impact
Willing to find ways to apply talents in various volunteer opportunities
Motivation
Previous volunteer work at a local animal shelter:
Created promotional materials for pet adoption awareness
Participated in a beach cleanup campaign organized by a nonprofit organization:
Combined love for nature with a desire for positive environmental impact
Volunteer Experience:
Excitement about upcoming volunteer opportunity
Hopes to connect with like-minded individuals
Passion for making a difference
Eager to learn from others and expand horizons
Has different apps for different needs
Recognizes the ripple effect of even one-time commitments
Potential inspiration to pursue long-term volunteer engagements in the future
Expectations:
One time volunteer
Olivia Jenkins
26,Business School Graduate
Ambitious and compassionate individual
Recently graduated from business school with a degree in entrepreneurship
Keen interest in using business skills for social impact
Driven by personal and professional growth
Decided to dedicate free time to a one-time volunteering event
Background
Driven by a deep-rooted desire to address societal issues and improve lives
Firm believer in the power of collective action and community involvement
Committed to creating sustainable solutions to complex social challenges
Values collaboration and partnerships with like-minded organizations
Inspired by the progress and impact his organization has achieved so far
Motivation
Previous volunteer work at a local food bank:
Assisted in organizing and coordinating donation drives
Applied business knowledge to optimize operations and increase efficiency
Participated in a fundraising event for a nonprofit organization:
Utilized marketing and networking skills to attract donors and sponsors
Helped raise funds to support critical programs and initiatives
Volunteer Experience:
Excitement and anticipation for the upcoming volunteer opportunity
Hopes to connect with like-minded individuals who share her passion for social impact
Enthusiastic about making a difference in the community
Eager to learn from others and broaden her perspective
Adopts different apps and tools for managing commitments and finding volunteering opportunities
Recognizes that even one-time commitments can have a ripple effect
Inspired to pursue long-term volunteer engagements in the future based on her experiences
Expectations:
Passionate young admin
Persona
Personas help develop empathy by creating detailed profiles representing various user types. This understanding allowed us to see the product or service from the user's perspective.
Personas guide decision-making throughout the design and development process. we could refer to personas to ensure that choices align with the needs and preferences of the target audience.
Personas assist in aligning the design with users' needs, behaviors, and goals, ensuring that the final product meets user expectations.
Personas help identify potential challenges early in the development process by highlighting areas where user needs might not be adequately addressed.
Personas aid in prioritizing features based on the identified needs of different user groups, focusing development efforts on functionalities that matter most to the target audience.
Personas were considered to be used to create test scenarios mimicking real-world user interactions in an agile nonprofit setting.
Personas contribute to a more informed marketing strategy by helping tailor messages and campaigns to resonate with specific user segments.
Why Persona?
Considering the limitation in involving more people in two different stages of design, personas were helpful for the following reasons:
Screenshot of Figma
Design and Iterations
After gathering data, we started making design iterations with the goal of resolving the detected usability issues, redesigning the UI to updated guidelines, and introducing new features to improve the user experience of the web app.
Before
After
The following are some before and after waiver pages we redesigned.
nstead of an 'I agree' button, we implemented a checkbox for the agreement statement.
We improved the user interface and structured it to make it easier for volunteers to navigate and sign.
We designed two versions: one for one-time volunteers and another for volunteers who signed up in the app.
This is the waiver form that volunteers need to sign.
The new workflow will be streamlined into a single step, replacing the previous two-page process.
Before
After
This is the view volunteers will see when admins choose not to use the Civic Champs waiver template and instead provide a link to an external website for their waiver. We broke it into two steps to ensure volunteers actually click the link and review the waiver.
We also improved the admin interface, making it easier to create waivers and offering more customization options. Through various iterations, we addressed issues with the waiver workflow. Additionally, we revised some of the text to make it more user-friendly and easy to understand.
Another aspect of the redesign focused on the details page of waivers. We improved the management of signed and unsigned waivers, added tracking for different versions, and provided options for both manual and digital uploads. Additionally, we redesigned the filter, volunteer, and customization tabs. These finalized designs will be implemented gradually.
Before
Before
After
After
May Mallahzadeh ⏤ 2024
The last step involved creating tickets in Notion collaborating closely with the development team. This redesign led to a significant increase in user interaction with the waiver section, raising feature adoption from 5% to 45% by the end of December 2023.
Result