Efficiency by design : A way to meet expert users' needs

Sammanfattning: The administration software is a crucial component of any successful company. It is often overlooked, but it plays an essential role in ensuring the smooth operation of the business. It is the backbone of the company's operations, and it must be able to meet the evolving needs of its users. Although many people may not notice the admin systems, their impact on the overall performance of the company should not be underestimated. The system's ability to reduce the cognitive load on users helps them to work more efficiently and effectively. A well-designed user interface (UI) can also shorten the learning curve and reduce errors, resulting in cost and time savings for the company. This project delves into the design of Once Upon's administration system, aiming to enhance efficiency for expert users, those intimately familiar with the system. The study includes an analysis of the current software, identification of areas for improvement, and proposals for design modifications. The overarching goal is to reduce the workload and improve efficiency for the customer care team. The study employs the human-centred design thinking process, encompassing phases such as empathising, defining, ideating, prototyping, testing, and implementing. Methods include literature studies, heuristic evaluations, semi-structured interviews, affinity diagramming, brainstorming, and prototyping.  Key issues found in the study included intricate workflows, necessitating excessive steps for routine tasks, resulting in heightened cognitive load and slower task execution. The non-intuitive information architecture posed difficulties for users in navigating and locating essential data. Inconsistencies in language and icon usage introduced confusion, impacting the overall coherence of the system. Moreover, the absence of a clear visual hierarchy hindered users' ability to identify and retrieve crucial information swiftly. Addressing these issues was imperative for enhancing the overall usability and effectiveness of the administration software at Once Upon. The new design, addressing identified challenges, received positive feedback, showcasing improved clarity and aesthetics. Using the System Usability Scale, the current interface scored 68, while the prototype scored 94, indicating a substantial improvement in usability. Despite the promising results, the study acknowledges limitations, including a small sample size. Further testing and refinement of the proposed design changes are essential. The broader field requires additional research on defining efficiency in user systems, ensuring optimal design for work tools used predominantly by expert users.