UX Case Study
Redesigning a Mobile App Experience for Incident Management
UX Research and UX Design
August 2023 - March 2024 (8 months)
Details of my work are highly confidential and sensitive. However, here is a glimpse of what I and the team (1 additional designer) worked on for this project.
BACKGROUND
Why redesign a mobile app experience?
An in-house incident report management and notification mobile application currently exist for Walmart’s storefront and facility management to submit reports and notify incidents to appropriate support functions.
However, the legacy mobile application was not heavily adopted at the facility level due to its disjointed mobile experience and the growing uncertainty regarding how it should be used. Since the application was not heavily adopted for the intended use, an initiative was created to transform the mobile application.
The team and I set out to understand the current experience of the legacy mobile application and uncover pain points and opportunities for the redesign. As a result, we were able to provide deeper understanding of the mobile application and provide recommendations and North Star concepts of what the mobile application could be. These deliverables allowed our team to drive conversations regarding the future of the application and create phases of UX work for our team to deliver the product.
In addition to the research, our team worked on the MVP of the in-house incident report management and notification mobile application that will be released within FY25. Due to the confidentiality and sensitivity of the project, this case study will not provide further details regarding the design process and the new designs of the mobile application MVP.
PROCESS + OUTCOME
What we know and what was achieved.
The team and I needed to understand how the users were currently submitting reports and notifying incidents to appropriate support function with or without the legacy mobile application. We conducted user interviews to better understand their current processes and conducted exploratory usability testing session using the legacy mobile application designs to uncover potential usability issues and pain points.
We were able to uncover usability issues, have a deeper understanding of the legacy mobile application, the current processes and journey of the current users, and understand the relationship and data integration between the legacy mobile application and the internal enterprise incident management application.
We generated user personas, concepts, and a storyboard to help our stakeholders empathize and visualize how the North Star concept would work for the target users, Walmart’s storefront and facility management. As a result, our team was able to get buy-in from critical stakeholders to begin the design process to redesign the mobile application and deliver an MVP by March 2024.
OUTCOME
Collective understanding to achieve a shared goal.
The process and ecosystem maps allowed us to have a strong understanding of the Giving Ecosystem’s current and ideal state to inform timely, strategic conversations with our stakeholders and partners to transform the space.
The team and I provided recommendations and strategies on how to transform the Giving Ecosystem that will improve the quality of the programs, enable a better and efficient service delivery for the non-profit organizations and Walmart associates, and improve the internal processes for roles that supports the service delivery.
The work also provided a roadmap of how our UX design team can contribute to improve user experience for non-profit organizations, Walmart associates, and internal roles.
REFLECTION
Lessons learned.
This project was the first project where I completed research and contributed to the design work for the mobile application MVP. Throughout the process, I learned to manage stakeholder relationships, expectations, and various competing interest since the mobile application MVP received many attentions and interests to see how it would transform the way incidents would be assessed, reported, and managed. To get buy-in from stakeholders, it was important to critically think about how to approach the problem and provide evidence that would support the design decision.
Since I was a part of this project from the start of research, I became better at advocating for the best experiences for the user because I had strong data to back my and my team’s design decisions throughout the design review sessions. I’m grateful to be a part of the entire process (from research to design) to see how it all connects.
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