Digital Signage UX Case Study — Navori

Federico Bugnone
Oct 3, 2018 · Unlisted

Long story short

Navori is a digital signage software that creates, manage programs & play content through media players. They are present in 3 different continents and service multinationals such as Cargill, KPMG, Barclay’s Bank and many more. I had the privilege of redesigning their web-based software over a month as their sole UX / UI Designer.

The basics first

Navori was created more than 20 years ago by Jerome Moeri, a brilliant individual I had the chance to meet and work with throughout the time of the project. Graduating from a Master’s degree in Business Administration, he started working on Navori day and night and hasn’t planned to stop anytime soon.

When I first met him and he walked me through the software, he told me he was the one who entirely designed the interface without having any previous experience or assistance from a UI designer. I was of course impressed by the challenge he was able to overcome, but couldn’t help notice the implications it had on the people using it: confusion, task errors, inconsistency…

Why work with Jerome and Navori?

Deciding to work with Jerome was based on a few factors. First, of, he is someone I truly admire because of his devotion to his product and his entrepreneurial spirit which until now served him well. Secondly, because as for Jerome designing an interface was a challenge, digital signage was something I never worked within the past and was MY CHALLENGE to overcome. We directly clicked.

Research

I was the sole consultant and person in the company dedicated to this project, so I took the initiative to interview everyone internally who could provide me with information about the industry, competitors, the product and typical user types. In addition, I always found especially beneficial to create good relationships with the people you’re are going to work with. Keep everyone in the loop, to prevent surprises but also to have a better understanding of their requirements/expectations.

I held meetings with anyone that could help:

  • Stakeholders 👨🏼‍💼
  • Technicians 👨‍💻

I discovered the digital signage market is worth Billions of dollars and is expected to grow upward to $21.92 Billion dollars by 2020! I also learned about the different users on the platform, their goals and some of their limitations. I divided them into three categories:

Integrators: highly skilled individuals who buy the software and develop innovative content.
Hybrid-integrators: agencies contracted by multinationals to provide them with a fully supported service. They install media players, fully produce, manage the content and act as contractors.
End-users: usually a dedicated individual in charge of the digital signage unit inside the company. They usually come from a marketing background and lack from the technical knowledge to properly and efficiently use the software.

I decided to focus my work on end-users because I believe if the interface was understandable for them, it would also be understandable for highly-skilled individuals.

Contextual Inquiry

Another part of my research consisted of visiting users in their work environment to witness how they commonly use Navori’s software. I find this practice to be extremely useful to learn about users habits, shortcuts, and common mistakes in their day to day use of the product. I learned that Navori host a day-long training session to familiarise new clients with the interface and also discovered that some clients even draft their own instructions guide (100 pages long) because of the software complexity.

What should I focus on?

Based on my research, a redesign of the interface was strongly needed following 3 main principles:
- Intuitive,
- Consistent,
- Learnable,

In addition, if Navori wanted to grow their business, they couldn’t sustain to host training days and leave their new clients with a product that was too complicated to use internally. Soooo, I introduced the idea of designing a new onboarding system to guide users through the core functionalities of the product so they could, in turn, familiarize themselves and have the ability to perform core functionalities.

It would reduce inefficiencies internally, reducing the resources invested in training and support centers while at the same time improving the user and visual experience.

User Experience

Working with data collected and the insights from the research, I was able to map out the users’ journey map, which guided me through the different stages of wireframes.

Prototyping

I like prototyping with InVision because it is a great tool to share designs collaboratively and collect feedback from teams internally as well as external users.

Design

If you remember in the research part, I came up to the conclusion that the design needed to be intuitive, consistent and learnable. The three principles inspired me to always keep in mind Norman Nielsen Usability Heuristics when designing my screens:

Visibility of system status,
Consistency and standards,
Error prevention,
Recognition rather than recall,
Aesthetics and minimalist design.

This is the reason why I chose IBM carbon design system to use as an inspiration for Navori’s design system. I find it to be the perfect combination to visualize a complex amount of data and perform tasks without confusion.

The Result

The solution was delivered to the client fairly recently and Navori is still working on implementing the solution. In other words, I’m not allowed to share the end result…YET! Prototype COMING 🔜…

Follow me if you would like to hear more about my work and talk about UX Design!

Conclusion

In conclusion, I am thankful that I had the opportunity to work with Jerome, his team and the chance to add my DNA to the product. It was challenging because of the short time frame but I learned a lot on digital signage and how to introduce UX design practices in a new environment.

🤗 I once again realized the importance of user research. Always put the user first.

😪 I would have loved the opportunity to have more time to work on other parts of the product.

😬 Maybe one day I’ll be lucky enough to work with Navori again!

Unlisted

Federico Bugnone

Written by

Federico — UX / UI Designer from Switzerland focusing on Web & Mobile Design. My goal is to provide the world with intuitive and easy to use technologies

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