Miro
Role
UX Design Consultant
Timeline
Fall 2021, 12 Week Contract
The Team
Kyle Wonzen, Mark Li, Christy Lin, Christy Yun,
Claire Stotts, Matt Gibson
Angelica Chan, Neha Shah
Alp Cirnaz
The Problem
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On Miro, the apps and plugins library is diverse yet obscure, leaving users overwhelmed, confused, and hesitant. Due to the high barrier of entry, users rarely engage with apps because they are unsure how or where to start.
Our task was to create a solution to integrate two separate features, apps and templates, into a singular streamlined experience that helps users navigate and access tools with ease.
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Research
An overview of our research process!
6 Competitor Analyses
122 User Surveys
Other companies possess:​
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Diverse template libraries
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Clear categorization of content
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Wider offering of technical tools
We found that:
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69% of respondents don't use apps
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General users found apps 20% more confusing than templates.
20+ User Interviews
Users don't use apps because:
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Apps seem hard to use
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It's unclear when using an app might be more helpful than a template
Research Insight
Users are looking for a fully-integrated
solution that makes templates and apps
both easily accessible and demonstrates
the use cases of each, together and separately.
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Users struggle with...
Barrier of Entry
Templates are more intuitive than apps, especially for new users, resulting in low usability and high barrier of entry.
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Confusion
Users who do not use apps either are unclear on their purpose or have found them to be difficult to use.
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Uncertainty
Users don’t understand the differences between apps and templates, much less how to use them together.
User Personas + Journeys
We segmented our user personas by experience, to capture how users of varying skill levels interact with and value Miro. Our personas were divided into – the New User, the Casual Consumer, and the Industry Professional.
Based on our personas, we created journey maps to empathize with key user pain points at each step.
Ultimately, finding templates or apps to accommodate
their work was most unintuitive and frustrating for users.
Affinity Mapping
A reoccurring struggle for users was how templates and apps were presented and organized.​​
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Though aspects of the interface are intuitive, the overall informational hierarchy is overwhelming and confusing
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Users do not know how apps and templates should be used, what certain categorizations mean, and the platform lacks any formal explanation
The User Flow
Visualizing the number of steps required to find, access, and understand apps and templates, leading to cognitive overload.
How might we...
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Prioritze Ease of Use
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Encourage Compatibility
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Prevent Choice Overload
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Facilitate Convenience
Lo-Fi & Mid-Fi Wireframes
The Solution
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Marketplace
All-in-one place for users to find, access, and combine both apps and templates for ideal usage, accessible through the menu.
Bundles
A solution that combines both apps and templates by creating pre-packaged solutions of combinations of each that promote one another.
Toolkit
A solution that lowers the barrier of entry to both templates and apps by providing suggested integrations for new users and providing use cases for each.
The Marketplace
Visibility
Users need to be exposed to apps or know where to find them in order to even begin to engage with the feature.
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Bundles
Easy Selection
Since users understand and interact with templates much more intuitively, we paired apps and templates together to bridge their usage.
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In this way, we can take advantage of the user's familiarity with templates to introduce users to apps. Simultaneously, we can provide
relevant app integration suggestions that allows the user to engage with apps in a productive and useful manner.
Toolkit
Customization
Based on our research, we found that each user had a highly-specific and unique use case, yet simultaneously was overwhelmed with choice overload.
By providing immediate personalized suggestions, we help streamline the user's journey in finding their needs, which makes navigating through apps and templates more digestible.
Thanks for
reaching the end!
This was my first introduction to the UX research and design process in college, and I learned so much through it. With my perspective now, I realize how critical the initial stages of research and ideation are to solidify a foundation for higher-level ideas.
Overall, this project helped kick off my UX design experience and passion, and I'm so grateful for my team and the amazing clients!