Eplanner Pro
Trade show and conference meeting management tool
MY ROLE
UX Designer
TEAM
Talaia Whisenant
Daniel
Denise
DURATION
1 Year
OVERVIEW
Single Sign On is an identity management initiative to manage merchant accounts at Elavon.
ePlannerPro has an iPad app and web app and users have to rent expensive/cumbersome QR code scanners that only link with laptops.
Additionally No mobile app for fast check-in at tradeshows
PROBLEM
Merchants don’t have in-app access to their applications.
ePlannerPro has an iPad app and web app and users have to rent expensive/cumbersome QR code scanners that only link with laptops.
Additionally No mobile app for fast check-in at tradeshows
SOLUTION
Convert merchant accounts to single sign on with Connect.
To create a mobile application that combines check-in, QR code scanning, as well as appointment scheduling and management.
DISCOVERY
Understanding
Analyzed and compared existing web-app and iPad app to get a baseline
Learn about the industry
See what competitors are doing
Interview professionals in the field
ACCESSIBILITY ANALYSIS
Understanding
1.Lack of color contrast between elements (visually impaired)
2. Icons don’t have labels (user clicks on icon to find out its function)
SCOPE
After many brainstorming sessions, and single sign on market analysis we created UI designs for testing the flows with Elavon merchants.
Dashboard: number of meetings, number of meeting requests, location of event topics, external/Internal attendees
Events Tab: list of events/meetings, meeting details
Badge check-in via QR code, can search for attendee, add new client to database, add external client to existing or new event meeting
Dashboard: can “select meeting page” list, and see meetingS
Events tab takes you to full schedule/calendar of meetings, can toggle to select push notifications
No QR code check in. Client information is displayed or must be entered from web app for check in
COMPETITIORS
After many brainstorming sessions, and single sign on market analysis we created UI designs for testing the flows with Elavon merchants.
Strong SalesForce and third party API integrations
Schedule from multiple locations
Detailed in app analytics
Key Differentiators
High level of customization
Multiple apps for different purposes
Extra features like chat, polling, surveys in app
USABILITY STUDIES
We interviewed event management professionals and executives with direct trade-show experience.
I created a research plan, test plan, and test cases. I tested the main use cases with clickable prototypes. I wanted to understand if the account update and linking processes made sense, or if merchants were confused by the flows.
Students
Family
Friends
RA's
Therapists
Psychologists
Clinic Directors
Professors & Deans
KEY FINDINGS
“ Coordinating everyone’s calendars is challenging. ”
“ Emailing meeting reminders to my sales team would be helpful. ”
“ Taking notes and syncing with our CRM would be a homerun! ”
Making clinics more efficient would not have the most impact. Not now, at least.
“College clinics don’t have an efficiency problem, but a capacity problem.”
“Students often will come in because they are stressed about school, and while their problems are important, they don’t have a diagnosable illness. In reality, better study habits may help them even more than a therapist would”
“The solution may not actually be an app. Whatever it is, it must be where the students live”
“Students need a primary prevention solution - something that catches the problem before it arises.”
UI DESIGNS
After many brainstorming sessions, and single sign on market analysis we created UI designs for testing the flows with Elavon merchants.
The solution must be where the student lives.
It may not be in the form of an app.
Messaging and campaigns seems like a very promising approach.
Students must be able to trust the solution.
OUTCOMES
Support calls increased.
After updating the designs and dev work, we tested my hypothesis in production, releasing single sign on to a small pilot group. Almost immediately support volume increased as users were confused about the process. They didn’t know what single sign on was, and drop off rates were high.
These learnings were vital as it gave UX a chance to make a case maintaining application branding through the account update process and simplifying.
NEW HYPOTHESIS
Consistent application branding and even clearer messaging will reduce friction in the flows.
We were tasked with re-working and updating the flows making single sign on invisible to the user while...
We pushed for pre communication emails to the merchants to let them know…
PROBLEM STATEMENT
How might we deliver ?
I revised my hypothesis and theorized that
IDEATION
The UX team went to work revising the flows, removing uncenecssary steps and working with the application and security to teams to remove steps. Next we A/B tested the new flows against the old flows to determine which ones resonated… Instead of using elavon connect we now use api calls to blah blah
The solution must be where the student lives.
It may not be in the form of an app.
Messaging and campaigns seems like a very promising approach.
Students must be able to trust the solution.
A/B TESTING RESULTS
The new flows were clearer with less steps and friction.
Students have trouble identifying stress factors that can spiral into illness.
Most clinics desire to spend more time in student outreach.
Making clinics more efficient would not have the most impact. Not now, at least.
“College clinics don’t have an efficiency problem, but a capacity problem.”
“Students often will come in because they are stressed about school, and while their problems are important, they don’t have a diagnosable illness. In reality, better study habits may help them even more than a therapist would”
“The solution may not actually be an app. Whatever it is, it must be where the students live”
“Students need a primary prevention solution - something that catches the problem before it arises.”
OUTCOMES
Work has started on the .
Over the next couple of months, I performed a series of initiatives to test my hypothesis. Two of my initiatives are shown below, with case studies for each coming soon.
If you'd like to learn more about my research, contact me or learn how I'm using this research to help a local startup implement telemental health solutions.
Jumpbox Wellness
A personalized wellness box to promote mental healthcare in men.
Case study coming soon
Recharge Wellness Studio
A personalized wellness box to promote mental healthcare in men.
Case study coming soon