Profile Section Research
Profile Section Research
Research done for the redesign of profile section
Research done for the redesign of profile section
Overview
Overview
Here, the research that guided the profile redesign is presented, focusing on the methodologies and insights that informed the design process. Design decisions were grounded in user research and usability findings, shaping an interface and information architecture that enhances content discoverability.
Here, the research that guided the profile redesign is presented, focusing on the methodologies and insights that informed the design process. Design decisions were grounded in user research and usability findings, shaping an interface and information architecture that enhances content discoverability.
Benchmarking
Benchmarking
The initial phase involved benchmarking, where I analyzed seven similar platforms to assess the categories and structures within their profile sections. This included documenting features present in other profiles that were missing from the design, as well as elements in those profiles that the design included. Visual representations of the information architecture were also created. The goal of this process was to understand industry standards and create a more intuitive user experience.
The initial phase involved benchmarking, where I analyzed seven similar platforms to assess the categories and structures within their profile sections. This included documenting features present in other profiles that were missing from the design, as well as elements in those profiles that the design included. Visual representations of the information architecture were also created. The goal of this process was to understand industry standards and create a more intuitive user experience.
User Interviews
User Interviews
Interview questions
Interview questions
Looking at the profile section, are there any inquiries that come to mind?
Do you think there are issues that a profile redesign could fix? (5 whys to dig deeper)
What is the last inquiry you can remember about all sections in profile?
What would you do differently for each section?
What are things you would add to the profile section?
What are things you would take away from the profile section?
Are there any recurring problems that are not directly related to the profile section?
Are there any questions for the interviewer?
Looking at the profile section, are there any inquiries that come to mind?
Do you think there are issues that a profile redesign could fix? (5 whys to dig deeper)
What is the last inquiry you can remember about all sections in profile?
What would you do differently for each section?
What are things you would add to the profile section?
What are things you would take away from the profile section?
Are there any recurring problems that are not directly related to the profile section?
Are there any questions for the interviewer?
Key Insights
Key Insights
Users face confusion due to unclear processes, missing instructions, and vague feature explanations.
Key features and information are difficult to find, with inconsistent design across platforms.
Lack of feedback and status indicators leaves users uncertain about the progress of their actions.
Limited customization and accessibility options hinder user control over their account settings.
Content and UI inconsistencies, including misleading elements and missing essential pages, disrupt the user experience.
Users face confusion due to unclear processes, missing instructions, and vague feature explanations.
Key features and information are difficult to find, with inconsistent design across platforms.
Lack of feedback and status indicators leaves users uncertain about the progress of their actions.
Limited customization and accessibility options hinder user control over their account settings.
Content and UI inconsistencies, including misleading elements and missing essential pages, disrupt the user experience.
User Behavior Analysis
User Behavior Analysis
Amplitude, a product analytics tool, was used to collect user behavior data. It provided detailed metrics on user interactions, including how users navigated the platform, which features they engaged with most, and where users disengaged, allowing for a clearer understanding of user behavior. Examples of data analyzed include the following.
Amplitude, a product analytics tool, was used to collect user behavior data. It provided detailed metrics on user interactions, including how users navigated the platform, which features they engaged with most, and where users disengaged, allowing for a clearer understanding of user behavior. Examples of data analyzed include the following.
Users who found their UID
Users who found their UID
By contacting customer support
By contacting customer support
By themselves
By themselves
Users who opened OTC desk in profile
Users who opened OTC desk in profile
Yes
Yes
No
No
Users who contacted customer support regarding verification
Users who contacted customer support regarding verification
Yes
Yes
No
No
Prioritization
Prioritization
User feedback from the support channel was reviewed to compile a list of suggested fixes for the profile section. Amplitude data was then analyzed to identify key patterns and trends. All potential fixes, derived from both user feedback and Amplitude data, were ranked based on priority. A small portion of the prioritization spreadsheet is provided as an example, along with the prioritization key for reference.
User feedback from the support channel was reviewed to compile a list of suggested fixes for the profile section. Amplitude data was then analyzed to identify key patterns and trends. All potential fixes, derived from both user feedback and Amplitude data, were ranked based on priority. A small portion of the prioritization spreadsheet is provided as an example, along with the prioritization key for reference.
Pain Point
Category
Priority
Verification status upgrade shows as a pending button.
Verification
01
The account statement area shows "You don't have an account" even though they are logged in.
Account statements
01
Users are unable to tell whether their delete request has gone through.
Security
01
Unable to tell that personal details change request has been sent and users need to check their email.
Security
01
Monthly limits not findable.
Structure in general
01
Should not find account details in security.
Structure in general
02
Card Sorting
Card Sorting
Card sorting was conducted with 15 participants to understand how they expected the profile section to be organized. Using categories developed during the benchmarking phase, participants sorted cards representing profile elements into logical groups. If the provided cards didn’t fully capture their ideas, they could create their own. The visuals illustrate the initial setup before sorting, participants involved in the sorting process, and the final arrangement after the sorting was completed.
Card sorting was conducted with 15 participants to understand how they expected the profile section to be organized. Using categories developed during the benchmarking phase, participants sorted cards representing profile elements into logical groups. If the provided cards didn’t fully capture their ideas, they could create their own. The visuals illustrate the initial setup before sorting, participants involved in the sorting process, and the final arrangement after the sorting was completed.
Analysis
Analysis
During the card sorting sessions, all results were documented in Figma, capturing each participant’s sorting decisions, along with their comments and feedback. This method allowed for the collection of valuable insights and thought processes, which will be analyzed to identify patterns and trends, guiding the creation of a more intuitive information architecture for the profile section.
During the card sorting sessions, all results were documented in Figma, capturing each participant’s sorting decisions, along with their comments and feedback. This method allowed for the collection of valuable insights and thought processes, which will be analyzed to identify patterns and trends, guiding the creation of a more intuitive information architecture for the profile section.
Information Architecture
Information Architecture
The frequency of each category being used as a main category, along with the frequency of specific items being assigned to them, was documented in a spreadsheet. Below is a brief example illustrating this data, showing the number of times each category was used as a section title and the number of times items were categorized under each section.
The frequency of each category being used as a main category, along with the frequency of specific items being assigned to them, was documented in a spreadsheet. Below is a brief example illustrating this data, showing the number of times each category was used as a section title and the number of times items were categorized under each section.
Categories used
Number of times used as category
Activity/history
Language
Settings
11
01
01
Avatar/ profile picture
08
00
01
Support
08
00
01
Security
07
06
01
Manage account
06
03
01
Identification/Verification
06
00
01
Below is the information architecture derived from the collected data.
Usability Testing
Usability Testing
Usability testing was conducted with real users to assess the effectiveness of the redesigned profile section. Tasks, such as "change the Face ID settings" or "find your UID," were assigned to observe how users navigated the design and to identify any points of friction. Participants were also asked to explore the interface freely to uncover any issues in the flow. Feedback collected during testing helped identify pain points and validate design decisions, ensuring the final design aligns with user needs and expectations. Below are visuals from the testing process.
Usability testing was conducted with real users to assess the effectiveness of the redesigned profile section. Tasks, such as "change the Face ID settings" or "find your UID," were assigned to observe how users navigated the design and to identify any points of friction. Participants were also asked to explore the interface freely to uncover any issues in the flow. Feedback collected during testing helped identify pain points and validate design decisions, ensuring the final design aligns with user needs and expectations. Below are visuals from the testing process.
