Late last year the Core product team at Figure 1 was looking to hone in on the metrics that matter in order for us to better understand user retention. The actions we allowed on our cases were confusing and it was brought up many times in user interviews that our users didn’t understand what certain buttons meant. We wanted to simplify the actions on our cases so we could get a clearer picture of what it means when users take actions on our cases.
Here’s a quick audit of the Actions users were able to perform on our cases:
There were inconsistencies with how we displayed our actions and confusion for what these buttons mean. (i.e. Comment, Follow, and Favourite had the counts beside them but only the Follow button had a button label. There are two “Follow” buttons that did two different things.)
The two objectives for this case action refresh:
How might we clean up the Feed to get clearer signals from users that can lead to clearer metrics so we can better understand retention?
How might we offer a simpler case experience for our users?
Working closely with the Core Product team and other stakeholders, we went through several brainstorming sessions of what we considered were important actions and metrics to track.
Coordinating with the rest of the Product team, the changes were split into 2 phases.
Phase 1 changes
- Changed profile images to circle shapes to better visually distinguish different content types
- Increased caption font size from 14pt to 15pt
- Replaced User Following button with tappable username Title
- Emphasized user Specialty over Username + Verified status in Detail view
- Changed comment sorting from Top, New, Old to All specialties comments vs. Physician comments
- Removed Categorize button and moved the Category tags into Overflow menu
Phase 2 changes
- Consolidated the Case Action buttons to Discuss, Follow, and Save
- Separated buttons from signals (removed counts in Feed) and made them consistent (Button icon + label)
- Added a “View comments” CTA
- Displayed action counts in detail view
The core case actions that were kept were Discuss (comment on the case), Follow (get notifications on comments and updates from OP), and Save (save a case into a Collection). In conjunction with this case action revamp, Figure 1 released the “Collections” feature.
During the redesign I conducted stakeholder meetings with multiple teams within the company to help form the design decisions. Some concerns that were brought up:
Is it really okay to take away light-weight favouriting from the feed?
Is Commenting from the feed something we want to encourage? Does it make sense to have it there?
Are there merits to including the Share button in the Action bar? Is that a behaviour we want to encourage enough to justify having it there?
What value are people conveying with Save?
The changes in this case action revamp were done mainly for the product teams to gain a better understanding of what user intentions are when they interact with our cases. Although the work is never done, with these changes, we’ve taken one step closer to clearing up the muddy signals and gaining that understanding.