Campaign Registration UI Redesign
Improving the User Experience for Campaign Registration
Overview
Product Summary
All campaigns and creatives that flow through the Index Exchange platform must first be human-reviewed by a member of the Exchange Quality team using a proprietary campaign registration web application.
As the number of campaigns that must be human-reviewed increases, the various roles that need to access the Campaign Registration UI in order to conduct other Quality Control tasks has also increased. These issues among others influenced the need to redesign the current system.
Problem Statement
The current Campaign Registration UI succeeds in its purpose of allowing Registration Specialists to view all new and live campaigns and creatives on the exchange platform. However, since the system was first developed, the number of campaigns and creatives that need to be reviewed has exponentially increased. Additionally, the range of different creative types has increased and the number of different roles that need access to the system to do their daily work has also increased. This led to the problem: how do we increase the overall efficiency of the campaign registration application?
Solution
My proposed solution to this problem was a redesign of the current campaign registration application UI that incorporates both old and new features to increase the review speed of Registration Specialists while also providing features that can be used in more technical positions throughout the Exchange Quality team.
To accomplish the goal of speed, I looked at the user flow of a registration specialist. This user type had to continuously switch between a filtering screen that allowed them to load a set of campaigns for review in the registration screen, which once completed was automatically sent back to that original screen to adjust their filtering criteria to load a new set of campaigns for review. For my redesign, I wanted to eliminate these two separate screens and instead combine them into one to save time while improving their overall user experience.
My second goal of adding increased functionality to provide additional features for different user types meant I had to map out additional user flows that were specific to these types of users, which I based on their pain points when using the current system. Once this was completed, I needed to find a way to include them into the registration screen without overwhelming an already complicated design. In summary, I needed to include these features without negatively affecting the user experience of the Registration Specialist.
Role
When I first started at Index Exchange, I was part of the Exchange Quality department where I was required to use the original Campaign Registration UI on a daily basis. Throughout this experience, I consistently thought of how the system could be improved to increase productivity. As I progressed to my current role and began my internship as a Product Designer, I decided that the best way to demonstrate the pain points I faced in my previous role was to redesign our registration system, develop a business case and pitch the project to leadership.
My role during this project was to gather user research from current members of the Exchange Quality team and use that research to design a more efficient and optimal campaign registration system.
Tools
Sketch, Craft, Abstract, InVision
Research
User Types
As mentioned above, there are several different user types that all use the Campaign Registration UI. However, each of them uses the system very differently and for different purposes, which is why it was important to fully understand how these user types differ and what types of tasks they are attempting to complete with the current system.
As seen in the table below, I have identified three main users of the Campaign Registration UI, their primary task to complete within the system and their major pain point with the system overall.
My research identified three main users that all review campaigns and creatives at different points in the process for different reasons. Registration Specialists only view new campaigns and creatives that are not running on the exchange. Their primary task is to assign the attributes specific to that campaign and then approve them to go live. Any creative that cannot be properly reviewed is not approved and then sent to Quality Control to attempt to troubleshoot the issue, and if successful, they then approve the creative. Lastly, Malware control monitors all campaigns and creatives that are already live and running on the exchange, if one is flagged as potentially malicious that must pause the campaign and investigate the issue.
Since the Campaign Registration UI was originally designed only for campaign review, the result is three different user types having to use the same exact features for very different roles. It is a simple example of the screw and the hammer, although it works it isn’t the best solution.
| User Type | Primary Task | Main Pain Point |
|---|---|---|
| Registration Specialist | To review all campaigns/creatives, assign attributes and approve or reject. | The current system’s design slows down registration due to having to continuously enter the filter screen to receive more campaigns for review. |
| Quality Control | To review all malfunctioning creatives and troubleshoot for approval. | Due to increased geo-blocking and mobile creative units, Quality Control must open creatives outside of the Campaign Registration UI to view properly for approval. |
| Malware Control | The current pause feature is outside of the Campaign Registration UI and pause notes are kept manually slowing down the process for both review and reporting. | To review all campaigns/creatives that are flagged as potentially malicious. |
User Interviews
To further explore the pain points described in the table above, I interviewed a member of each user type. This led me to discover that there is a common issue that each user type faces, which is negatively impacted by the current filter screen.
“Every day I must register a list of campaigns generated by a report, since I have to input these manually into the filter screen, I am constantly going back and forth between the two screens.”
This pain point is that since all user types have to work off of a spreadsheet for a portion of their tasks, they are currently being propelled back and forth between the filter screen and the registration screen. This strengthened my initial observation that the two screens should be combined into one.
“I often work overtime, which becomes difficult as the current colour scheme is hard to look at.”
My user interviews also highlighted that the colour palette itself was problematic, as the colours used irritated their eyes after long hours of exposure causing them to take additional breaks during registration.
“I’m often going into campaigns to fix mistakes that are a result of campaign attributes that should no longer be displayed in the system since they have been deprecated.”
Additionally, I found that the UI contained outdated and deprecated assignment attributes that were still in the Campaign Registration UI, which led to errors at times.
Design
Redesigning for Speed
When first tackling the problem of speed, I had an initial idea of how I wanted to accomplish this: by combining the two separate screens into one. However, after working through the process of registering a campaign/creative, I quickly identified an additional way that could increase the speed of registration, which was to change the current components used to assign attributes. For reference, to assign a single or multiple attributes to a campaign, the Registration Specialist had to select from a list of checkboxes. Since the list of potential attributes is long, the user had to scroll through the list until they found the one they were looking for, select it and then scroll to the next one. In my design, I switched these components to a searchable checkbox list as seen in the provided example.
Redesigning for Additional User Types
Once I implemented the design changes focused on registration productivity, I began to develop ways in which I could improve the overall user experience for the other user types using the system for their daily tasks. One of the ways I did this was by incorporating a Quality Control section that would allow Malware Control users to pause campaigns within the registration screen in order to conduct an investigation and select a reason for the pause through a drop down menu.
Additionally, I added an input text field that would allow a Quality Control user to input an external link in order to view a recently corrected creative outside of the Campaign Registration UI.
Prototype
Once I completed the design, I developed a prototype based on the Registration Specialist user type. This prototype takes you through the entire registration process through three user flows: reviewing and approving a campaign, reviewing and rejecting a campaign, and finally switching filters while staying within the registration screen.
I believe this new redesign not only increases productivity, but ultimately address the main pain points of the users in order to better their experience when conducting their daily tasks.