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2. CM ChainMailA User Experience Study v2Jean WardOctober 2018

3. CM | A User Experience Study | Table of Contents Project summary Background of UX study Problem set Stakeholders involved Methodology Research process Personas identified Hypotheses Findings Recommendations Wireframes/prototype

4. CM | A User Experience Study | Project summary This UX Study is basically: A summary of the path followed from beginning of the project, i.e. the initial meeting with the CM team to the final wireframe and prototype and recommendations. The UX Study presents all the UX information gathered for the project and shows the business owner why you as UC practitioner should be taken seriously and ultimately produce a user-friendly interface.

5. CM | A User Experience Study | Background of UX study The CM CEO is concerned about the low take-on of new users and that the survival of the CM company is at stake. The CM team has various objectives for the CM web based application and they felt getting a UX practitioner on-board would be beneficial.

6. CM | A User Experience Study | Background of UX study: Problem set • The CM team identified the following as important: • Additional security measures to secure the CM web based application. • Multiple levels of security, i.e. username and password changing regularly. • A OTP for sending attachments. • A screen timeout that automatically locks the screen after a predetermined • time of inactivity. • Sent e-mails move to the OutBox before they are actually sent to give users the • option to review e-mails (perhaps retract some) before sending. • A large CM logo. • A design based on whatever inspires the designer at the time (perhaps a fortress or • castle look).

7. CM | A User Experience Study | Background of UX study: Stakeholders involved The CEO: The CEO requires the UX practitioner to help improve the interface and in so doing grow the user base. The survival of the CM company depends on it. The developer: The developer wants security to be of paramount importance. The designer: It seems the designer basically doesn’t value the importance of a UX design and wants to have the freedom to do whatever inspires him at the time. The customer service representative: The customer service representative wants the CM interface to have many ‘bells and whistles’ and it should ‘wow’ users.

8. CM | A User Experience Study | Methodology Initial brief: A meeting with the CM team to determine objectives. Identify a hypothesis: Compile a hypothesis. User testing: Identify personas to test the CM web based application and the hypothesis. Draw up test results/findings: Include the points of the hypothesis and findings into a table. Wireframe/s and a prototype: Create a wireframe using Balsamiq for each page, once finalized create a prototype using InVision to test the interface. Compile a User Experience Report and Presentation: Compile the UX Experience Report and a Presentation, both detailing the history of the UX process and all the steps taken and finally the findings/recommendations.

9. CM | A User Experience Study | Research process • Find out what the business owners and users objectives are. The • outcome is a compromise, a delicate balance between the two, mainly • focusing on the users requirements. • Look at best practices. Research Google and Yahoo e-mail web based • applications. The outcome is a web based application drawing on the • strengths of these as well as additional features as determined by the • business owner and users. • Conduct user testing to confirm or refute a hypothesis. The outcome is a solution • that balances the business user’s objectives and the users requirements drawing • on both of their strengths, resulting in a secure, user-friendly interface. • Information Architecture (AI) versus User Experience (UX). The outcome is a design that • incorporates both good information grouping and presentation as well as a user-friendly • interface. • Good design principles based on Gestalt. The outcome is an interface designed based on a compromise between • what the CM team would like and what constitutes a good design according to Gestalt principles.

10. CM | A User Experience Study | Personas identified The Professional: These are professional business people, some with an IT background and demand the CM web based application makes use of high-level of security. They require the CM web based application to conduct their various business tasks as well as limited personal usage. The ‘average’ person: These are not necessarily professional business people and might not be very IT literate, they will probably use the CM web based application for personal usage. Where possible user affordance should be included offering these users multiple paths to do a specific function with clear undo and auto-save features to Prevent loss of data already provided by the user.

11. CM | A User Experience Study | Hypotheses The hypothesis will be evaluated for the same personas: The Professional: Professional business people (most, if not all with cell phones), some with an IT background opting to use most, if not all the new security features offered by the new CM web based application, this includes the OTP security feature which requires the user/s to have a cellphone. The ‘average’ person: These are not necessarily professional business people and might not be very IT literate. Many of these users might opt not to use all the new security features of the new and improved CM web based application as many might not have cell phones which makes, for example, using the OTP security feature impossible.

12. CM | A User Experience Study | Findings • Additional security measures to secure the CM web based application. • Finding: Most users would like additional security measures as an option, • but may not necessarily want all security measures activated at the same • time. • Multiple levels of security, i.e. username and password changing regularly. • Finding: Most users will find such a feature very annoying. • A OTP for sending attachments. Finding: Some users may opt to use this feature • and it should be an option to set during user registration and/or later via the • settings and preferences. • A screen timeout that automatically locks the screen after a predetermined time of • inactivity. Finding: Some users may opt to use this feature and it should be an option to set • during user registration and/or later via the settings and preferences. • Sent e-mails move to the OutBox before they are actually sent to give users the option to review e-mails • (perhaps retract some) before sending. Finding: Most users appear to like the feature and find it useful.

13. CM | A User Experience Study | Findings • A large CM logo. Finding: A large logo would overwhelm the user • and clutter the interface. • A design based on whatever inspires the designer at the time (perhaps • a fortress or castle look). Finding: The design (look and feel) of the • interface should be based on Gestalt principles and should follow a • standard throughout.

14. CM | A User Experience Study | Recommendations • The CM team identified the following as important: • Additional security measures to secure the CM web based • application. Recommendation: Most users would like additional security • measures as an option, but may not necessarily want all security measures • activated at the same time. Set up at user registration and/or later via the • settings and preferences. • Multiple levels of security, i.e. username and password changing regularly. • Recommendation: Most users will find such a feature very annoying. • It is therefore not recommended that the username and password change too often. • A OTP for sending attachments. Recommendation: Some users may opt to use this • feature. Set up during user registration and/or later via the settings and preferences. • A screen timeout that automatically locks the screen after a predetermined time of inactivity. • Recommendation: Some users may opt to use this feature. Should be an option to set during user registration • or via the settings and preferences. • A large CM logo. Recommendation: A large logo will work on a landing page, a smaller logo is recommended for • the actual interface.

15. CM | A User Experience Study | Recommendations • Sent e-mails move to the OutBox for review later. • Recommendation: Make this option available during sign-up/ • registration as well as in the settings and preferences. • A design based on whatever inspires the designer at the time (perhaps a • fortress or castle look). • Recommendation: The design of the interface is based on Gestalt principles • and should follow a standard throughout, a castle or fortress look and feel • will work well on the landing page and a subtle touch may work on the other • pages. • The survival of the CM company is at stake and depends on a large/growing • user base. • Recommendation: Additional revenue may be generated through adverts placed in a • CM Newsletter (users should have the choice of subscribing or unsubscribing). Offering users CM • interface add-on’s/plugin’s for free and others at a reasonable, industry related price may be another • potential revenue stream. Security updates for add-on’s/plugin’s should be available for download as and • when they become available. A notifications/alert system in the form of a pop-up and notifications bell will • be required for this function.

16. CM | A User Experience Study | Wireframes/Prototype Landing Page: The user has four options to chose from: Login: Login to CM using existing username and password. Forgot Password: Allows the user to receive instructions on changing username and password. The OTP will be used here to verify the user is legitimate. Register: Open a new account with CM as well as set-up Security settings. The user has the option to change these later from within CM’s Settings/Preferences. The user is also to read and agree to CM’s Terms and Conditions here. Tour: Visitors without CM accounts may browse CM and its features before opting to join CM.

17. CM | A User Experience Study | Wireframes/Prototype InBox (Notifications): Important notifications will display in the Notifications pop-up. These include Security Alerts and available CM add-on/plugin Updates. The Notifications Bell displays also displays the number of available Updates and Security Alerts.

18. CM | A User Experience Study | Wireframes/Prototype InBox (Notifications): A list of add-on/plugin Updates is displayed. The user can select which Update/s to download and install, otherwise the user has the option of clicking cancel and downloading the Update/s later at a more convenient time.

19. CM | A User Experience Study | Wireframes/Prototype InBox: A list of e-mail messages is displayed. The other navigation options and features are also displayed here. User affordance is accomplished by offering the user multiple paths to execute a specific function. Users may opt to subscribe/unsubscribe to the CM Newsletter. Additional revenue for CM is generated from adverts placed in the Newsletter.

20. CM | A User Experience Study | Wireframes/Prototype InBox (continued): The Calendar can be used for meeting, etc. as well as any add-on’s/plug-in’s that may require the Calendar. The Header: Notifications Bell for important notifications and Updates as well as an Avatar of the user, clicking the Avatar allows the user to customise their Profile. The footer: Includes user affordance by offering users multiple paths to execute specific functions. CM’s social media links to Twitter, Facebook, etc. should also be available here.

21. CM | A User Experience Study | Wireframes/Prototype New Mail: New e-mail messages are created here. A full text Editor is available to format text in the Message field. The user has the standard options available. E-mail messages can be saved at any time to Drafts by clicking Save to Drafts. Leaving an unsent e-mail at any time will automatically Save to Drafts for access later. Sending an e-mail is done by clicking the Send button (Depending on user settings chosen this will be directly or it Will move to the OutBox where it will lie for review to be sent later.)

22. CM | A User Experience Study | Wireframes/Prototype • Settings and Preferences: • Here the user can customise CM • and importantly the Security Settings. • Security Settings include the following: • Use of OTP Security features. • Whether or not sent e-mail’s should be • held for review later. • A screen time-out setting to automatically lock the Desktop • After a predetermined time of inactivity. • The user will have the opportunity to change username • and password here too. • Reset to Defaults option to undo and changes. • Custom settings include for example: choosing a printer, • paper size, CM these font sizes, colour schemes, etc.

23. CM | A User Experience Study | Wireframes/Prototype Online Shop: Here the user can customise CM by purchasing add-on’s/plugin’s. This is an additional revenue stream for CM. Some add-on’s/plugin’s will be free while others might be sold for a competitive/market related price. Updates for these add-on’s/plugin’s should be made available as and when the Updates become available (either by CM or the third party provider). Users can browse the Shop, read more about specific add-on’s/ plug-in’s, purchase these securely online or leave the Shop at any time by clicking Cancel.

24. CM | A User Experience Study | Wireframes/Prototype • About: • About CM • CM’s Annual Report • The CM team • How to contact CM • CM’s Terms and Conditions • Press Releases and other media such as • CM logo’s, etc. for use by the media could also • be included here.

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