iFLYTEK／UX Design intern
I interned at ets100 department which belongs to iFLYTEK from July -August 2018 (2 month), during which I worked on to-C design project.
Tools: Sketch, Invision, Axure, Photoshop, Mindmapping
IFLYTEK CO.,LTD. is specialized in implementing artificial intelligence technology into the voice identification system.
ets100 is a platform used by middle and high school students training their oral English for exams.
Oral English Evaluation
Personal Training Data Analysis
How our products serve customers？
Stakeholder mapping shows that there are four types of stakeholders:
Schools decide to purchase it;
Parents pay for the product;
Teachers, students are direct users.
I participated in UX design for students-end and parents-end which are mobile applications. For students-end, I modify some features to improve the user experience. For parents-end, I did the concept design for more features.
In addition, I worked with four product managers, one researcher and many software engineers.
“Why users are always complaining?”
I kept asking myself this question when I viewed the comments on the App Store. There are thousands of reasons which could make use dissatisfy. But the most significant one most be users buy the product by they are not able to use it.
Based on the score on Apple Store, people who give one-star were almost equal to people who give five stars, showing a polarization.
From those negative feedbacks, many people complained about the bad experience when they tried to remove a device.
(Some complainant about adding or removing devices)
The users need to purchase e-cards to enjoy the full service, and the e-cards will be linked to the user accounts. When users use multiple devices to log in the same accounts, the number of devices is limited into two devices, which means they need to remove one device when they add the third one. The users had to make phone-calls to the service team if they want to remove devices which is inconvenient.
The user can neither remove the device from the added device list nor directly make phone-call. The fragmentation of the process will cause the user to be dissatisfied
Device management optimization
So I optimized the device management flow to add the remove functionality into the application.
The rule has to follow:
Only two devices can use one account at the same time, and the device can only be removed twice a year
I used the replace feature instead of add/remove to simplify the user flow and increase usability which means the user can complete all operations on device C.
The other optimization I did is let the application better communicate with users, especially deliver important information to the users in advance. Let the users acquire the initiative when they fully understand the rules.
By adjusting the layout and style of the text, the readability of important information has been improved. In order to avoid misoperation, alert pops up before important operations, giving users time to re-read and think. By adding the quick call button on the Added Device List page, users can ask for help easily.
Adaptive notification system
The content on alert and notifications on the Added Devices List page change based on the situation.
What did I learn from this internship？
It's important to learn how to communicate with and persuade others without authority.
Participating in the weekly meetings and feedback sessions are the key for better team collaboration and design iteration.
Show empathy. Spend some time to understand the user's point of view and context.
Other things I also did...
Design the information structure of to-parents end.
Visual design for campus recruitment HTML5 page.
Polish the flow of listening exercise.