Case Study
Reimagine Form-Based Interaction
Redesign the core ticketing user experience for an admin dashboard web application to improve usability, and increase adoption.
Timeframe
3 Months
Role
UX Lead
Company
ArtemisOps
Context
The Gist
Make complex form submissions simple, fast, and easy to use.
Context
The Gist
Make complex form submissions simple, fast, and easy to use.
Context
The Gist
Make complex form submissions simple, fast, and easy to use.
Company
ArtemisOps helps large construction firms stay compliant and organized by turning excruciating bureaucracy into a user-friendly experience.
Company
ArtemisOps helps large construction firms stay compliant and organized by turning excruciating bureaucracy into a user-friendly experience.
Problem Scope
The platform is built around three modules: Assets, Workflows, and Incidents. As it scaled, the forms driving each became overly complex, and adoption slowed.
Problem Scope
The platform is built around three modules: Assets, Workflows, and Incidents. As it scaled, the forms driving each became overly complex, and adoption slowed.
Starting Point
The Incident Report module saw the sharpest usage drop, making it the ideal spot to rethink submissions from the ground up.
Starting Point
The Incident Report module saw the sharpest usage drop, making it the ideal spot to rethink submissions from the ground up.
Company
ArtemisOps helps large construction firms stay compliant and organized by turning excruciating bureaucracy into a user-friendly experience.
Problem Scope
The platform is built around three modules: Assets, Workflows, and Incidents. As it scaled, the forms driving each became overly complex, and adoption slowed.
Starting Point
The Incident Report module saw the sharpest usage drop, making it the ideal spot to rethink submissions from the ground up.
Design Challenges
The Problem
Heuristic evaluations and qualatative interviews revealed users felt overwhelmed, frustrated and untrusting throughout the process. three key breakdowns behind low adoption.
Design Challenges
The Problem
Heuristic evaluations and qualatative interviews revealed users felt overwhelmed, frustrated and untrusting throughout the process. three key breakdowns behind low adoption.
Design Challenges
The Problem
Heuristic evaluations and qualatative interviews revealed users felt overwhelmed, frustrated and untrusting throughout the process. three key breakdowns behind low adoption.
Seems like a lot of work…
The Incident Report form grew complex and users felt overwhelmed when creating a new report. Most new users gave up on the workflow.
Overwhelm
Confusion
Seems like a lot of work…
The Incident Report form grew complex and users felt overwhelmed when creating a new report. Most new users gave up on the workflow.
Overwhelm
Confusion
Seems like a lot of work…
The Incident Report form grew complex and users felt overwhelmed when creating a new report. Most new users gave up on the workflow.
Overwhelm
Confusion
This can't be right…
Users expressed they were unsure about their input and did trust the GPT agent can fill the form correctly based on their description.
Overwhelm
Frustration
This can't be right…
Users expressed they were unsure about their input and did trust the GPT agent can fill the form correctly based on their description.
Overwhelm
Frustration
This can't be right…
Users expressed they were unsure about their input and did trust the GPT agent can fill the form correctly based on their description.
Overwhelm
Frustration
Urgh! This is so long…
Users were confused by the system’s feedback, and frustrated when it prompted them for additional details after form submission.
Impatience
Frustration
Urgh! This is so long…
Users were confused by the system’s feedback, and frustrated when it prompted them for additional details after form submission.
Impatience
Frustration
Urgh! This is so long…
Users were confused by the system’s feedback, and frustrated when it prompted them for additional details after form submission.
Impatience
Frustration
“The learning curve was steep. It didn’t save time, so I just went back to doing it manually.”
“The learning curve was steep. It didn’t save time, so I just went back to doing it manually.”
Annie Edison.
Safety Manager
Rapid Prototyping
Solving for Feeling
We approached the solution through the lens of user emotion. pairing each persona with a quote to shape our goals and guide the design.
Rapid Prototyping
Solving for Feeling
We approached the solution through the lens of user emotion. pairing each persona with a quote to shape our goals and guide the design.
Rapid Prototyping
Solving for Feeling
We approached the solution through the lens of user emotion. pairing each persona with a quote to shape our goals and guide the design.
HR Specialist
“I know where to start and what to do next - it’s clear as day!”
HR Specialist
“I know where to start and what to do next - it’s clear as day!”
HR Specialist
“I know where to start and what to do next - it’s clear as day!”
Safety Manager
"It's reassuring to know the system keeps me compliant."
Safety Manager
"It's reassuring to know the system keeps me compliant."
Safety Manager
"It's reassuring to know the system keeps me compliant."
Facilities Manager
"It's so easy I can get it done in two seconds!"
Facilities Manager
"It's so easy I can get it done in two seconds!"
Facilities Manager
"It's so easy I can get it done in two seconds!"
Design Goals
Create a submission experience that felt simple, effortless, and trustworthy—resolving user confusion, overwhelm, and friction at the source.
Design Goals
Create a submission experience that felt simple, effortless, and trustworthy—resolving user confusion, overwhelm, and friction at the source.
How Might We?
How might we make incident reporting feel simple, effortless, and robust despite increasing complexity from evolving compliance requirements and data variability?
Solution
Design Principles
To guide our solution, we defined key design principles—each aimed at resolving a specific user pain point and aligning with one of our core goals: clarity, ease, and confidence.
Solution
Design Principles
To guide our solution, we defined key design principles—each aimed at resolving a specific user pain point and aligning with one of our core goals: clarity, ease, and confidence.
Solution
Design Principles
To guide our solution, we defined key design principles—each aimed at resolving a specific user pain point and aligning with one of our core goals: clarity, ease, and confidence.
Familiar Mental Models
Use checklist-style progress and familiar UI patterns (to-do lists, progress bar) to build confidence and reduce anxiety.
Build User Confidence
Conversational Guidance
Eliminate redundant steps and reduce friction by extracting required information from conversational prompts.
Make it feel Easy
Progressive Disclosure
Only show what’s necessary at each step to reduce overwhelm and keep users moving. (TurboTax style questioning)
Promote Sense of Clarity
Testing & Iteration
We prototyped in rapid, focused sprints—starting with low-fidelity conversational flows and gradually layering in AI extraction, progressive disclosure, and familiar interface patterns. Each round was tested with real users, then refined based on feedback to ensure clarity, speed, and confidence.
Testing & Iteration
We prototyped in rapid, focused sprints—starting with low-fidelity conversational flows and gradually layering in AI extraction, progressive disclosure, and familiar interface patterns. Each round was tested with real users, then refined based on feedback to ensure clarity, speed, and confidence.
Testing & Iteration
We prototyped in rapid, focused sprints—starting with low-fidelity conversational flows and gradually layering in AI extraction, progressive disclosure, and familiar interface patterns. Each round was tested with real users, then refined based on feedback to ensure clarity, speed, and confidence.
Familiar Mental Models
Use checklist-style progress and familiar UI patterns (to-do lists, progress bar) to build confidence and reduce anxiety.
Build User Confidence
Familiar Mental Models
Use checklist-style progress and familiar UI patterns (to-do lists, progress bar) to build confidence and reduce anxiety.
Build User Confidence
Conversational Guidance
Eliminate redundant steps and reduce friction by extracting required information from conversational prompts.
Make it feel Easy
Conversational Guidance
Eliminate redundant steps and reduce friction by extracting required information from conversational prompts.
Make it feel Easy
Progressive Disclosure
Only show what’s necessary at each step to reduce overwhelm and keep users moving. (TurboTax style questioning)
Promote Sense of Clarity
Progressive Disclosure
Only show what’s necessary at each step to reduce overwhelm and keep users moving. (TurboTax style questioning)
Promote Sense of Clarity
Familiar Mental Models
Use checklist-style progress and familiar UI patterns (to-do lists, progress bar) to build confidence and reduce anxiety.
Build User Confidence
Familiar Mental Models
Use checklist-style progress and familiar UI patterns (to-do lists, progress bar) to build confidence and reduce anxiety.
Build User Confidence
Conversational Guidance
Eliminate redundant steps and reduce friction by extracting required information from conversational prompts.
Make it feel Easy
Conversational Guidance
Eliminate redundant steps and reduce friction by extracting required information from conversational prompts.
Make it feel Easy
Progressive Disclosure
Only show what’s necessary at each step to reduce overwhelm and keep users moving. (TurboTax style questioning)
Promote Sense of Clarity
Progressive Disclosure
Only show what’s necessary at each step to reduce overwhelm and keep users moving. (TurboTax style questioning)
Promote Sense of Clarity
Results & Reflection
Impact
The redesigned experience delivered on our core goals—making submissions faster, easier, and more intuitive, especially for first-time users.
Results & Reflection
Impact
The redesigned experience delivered on our core goals—making submissions faster, easier, and more intuitive, especially for first-time users.
Results & Reflection
Impact
The redesigned experience delivered on our core goals—making submissions faster, easier, and more intuitive, especially for first-time users.
100%
User success rate in submitting their first ticket
Up from 20%
100%
User success rate in submitting their first ticket
Up from 20%
100%
User success rate in submitting their first ticket
Up from 20%
5 min
User success rate in submitting their first ticket
Down From 17 minutes
5 min
User success rate in submitting their first ticket
Down From 17 minutes
5 min
User success rate in submitting their first ticket
Down From 17 minutes
00
Number of related support tickets during the first week
down from 12
00
Number of related support tickets during the first week
down from 12
00
Number of related support tickets during the first week
down from 12
Key Takeaways
Our job as UX designers isn’t to reduce complexity, but providing the user control over it without overwhelming them. In other words, surfacing the relevant information at the right moment and making the next step unmistakeable.
Key Takeaways
Our job as UX designers isn’t to reduce complexity, but providing the user control over it without overwhelming them. In other words, surfacing the relevant information at the right moment and making the next step unmistakeable.
Key Takeaways
Our job as UX designers isn’t to reduce complexity, but providing the user control over it without overwhelming them. In other words, surfacing the relevant information at the right moment and making the next step unmistakeable.
Before (left), and after(right) redesign: Initial screen to start an incident workflow
Break Down Complexity
Users needed clearer structure and pacing to reduce overwhelm and stay on track. Complex tasks should be broken down until the next step is unmistakable.
Break Down Complexity
Users needed clearer structure and pacing to reduce overwhelm and stay on track. Complex tasks should be broken down until the next step is unmistakable.
Look for Hesitation
Observing users hesitating during initial testing revealed pain points interviews alone never surfaced.
Look for Hesitation
Observing users hesitating during initial testing revealed pain points interviews alone never surfaced.
Use Proven Patterns
Referencing known interfaces like TurboTax or task lists gave users instant confidence. Leaning on proven patterns saves time and makes the process more intuitive for the user.
Use Proven Patterns
Referencing known interfaces like TurboTax or task lists gave users instant confidence. Leaning on proven patterns saves time and makes the process more intuitive for the user.
Break Down Complexity
Users needed clearer structure and pacing to reduce overwhelm and stay on track. Complex tasks should be broken down until the next step is unmistakable.
Break Down Complexity
Users needed clearer structure and pacing to reduce overwhelm and stay on track. Complex tasks should be broken down until the next step is unmistakable.
Look for Hesitation
Observing users hesitating during initial testing revealed pain points interviews alone never surfaced.
Look for Hesitation
Observing users hesitating during initial testing revealed pain points interviews alone never surfaced.
Use Proven Patterns
Referencing known interfaces like TurboTax or task lists gave users instant confidence. Leaning on proven patterns saves time and makes the process more intuitive for the user.
Use Proven Patterns
Referencing known interfaces like TurboTax or task lists gave users instant confidence. Leaning on proven patterns saves time and makes the process more intuitive for the user.