Task Application Usability Study

The Problem

The Tasks management application tool will soon go live to thousands of users without foundational research backing our designs

The Goal

• Test usability of major design features

• Identify biggest pain points our users are facing

• Identify the most common uses of Tasks that users do

The Process

• Identify the current personas that are utilizing Tasks and gather volunteers that are willing to test

• Create a script that encompasses research goals and tests current features

• Complete user testing & take notes

• Analyze findings and discover major pain points

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Ten moderated usability interviews were conducted over the course of two weeks. All users were asked to block an hour of their time to run through Tasks and go through an example day in their life. Several pain points were uncovered and common themes were found amongst our users.

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The Method

My UX team and I started off by creating a test plan that helped with the preparation of the case study. It encompasses the what, why, and how this usability study was conducted. We then proceeded to reach out to potential volunteers, ensuring a range of personas were approached. As I took turns playing the moderator & notetaker, I utilized the script we crafted and made sure notes were taken for every user.

As the notetaker, I was responsible for keeping track of important details, such as, their body language or feelings when asked to perform a task. My co-worker and I took turns being both the moderator and notetaker to eliminate bias. After the interviews were completed, I summarized findings through a multi step process

Synthesis

As the designated notetaker, I systematically captured and categorized all feedback according to the corresponding feature. Organizing the input into a matrix format enabled us to identify areas with the highest concentration of concerns. This approach allowed us to extract meaningful insights and ensured that no feedback was overlooked. Additionally, we developed a presentation to clearly communicate to stakeholders the key areas requiring improvement.

The Results

40+

pain points were discovered within Tasks

75%

of users shared similar findings

20%

of pain points to be relieved within weeks

Biggest Pain Points Discovered:

• Once filters were applied, the panel became visually overwhelming and obstructive, detracting from task focus and usability.

• Participants were confused when the quick filters multi-select feature did not align with their expectations; instead resulting in blank screens without clear explanation or guidance.

• Participants frequently lost orientation during the task assignment and claiming process, leading to interruptions in workflow continuity.

• The designated workspace for task execution was perceived as “restrictive”, prompting requests for a more spacious and functional layout.

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Lesson Learned

Feature Complexity Overwhelms Users

While our initial design included robust functionality, user feedback revealed that some features introduced cognitive overload. Participants expressed difficulty navigating and understanding certain elements, indicating a need to simplify and prioritize core tasks.

Mismatch Between User Expectations and Flow Design

Several user flows did not align with participants’ mental models. Users struggled to complete tasks where the sequence or logic of interactions diverged from their assumptions. This highlights the importance of validating flow logic early and often through usability testing.

Validation of Known Pain Points

Areas previously flagged for improvement were consistently identified by users as problematic. This confirmation reinforces our prioritization and provides clear direction for targeted enhancements.

These findings underscore the value of continuous user engagement and iterative testing. By aligning our design decisions more closely with user expectations and simplifying complex interactions, we can significantly improve usability and satisfaction.