a glimpse into my design world
CHALLENGE
Hey Kiddo’s website lacks clarity and isn’t user friendly
Overall, users do not understand the purpose of both products or how they work. When asked to explain what they thought the products were, users were not able to describe them accurately, even after 8-10 minutes of looking at the website. In particular, users describe the homepage as too vague and unclear.
HOW MIGHT WE?
Better introduce the concept
HOW MIGHT WE?
Show the differences between the products
HOW MIGHT WE?
Help people visualize how each product works
DEFINE AND IDEATION
Capture challenges to turn into opportunities
01
Define
Define Hey Kiddo’s needs and obstacles
02
Research
Research Hey Kiddo’s website, competitors, LinkedIn and social media
03
Discover
Conduct user testing to help Hey Kiddo accomplish its goals
04
Create
Create ideas for innovative solutions
HEY KIDDO ORIGINAL WEBSITE
Lightning demos: research competition
ORIGINAL WEBSITE USER TESTING ROUND ONE
Conducted individual interviews with 6 users, 10 to 15 minutes each
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All users were parents of young children: 3 men, 3 women
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Users were not given any Hey Kiddo™ information other than the website url
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None of the users were familiar with Hey Kiddo™ or their products
USER TESTING QUESTIONS ASKED
Take a look at this website and let me know what you think it's about.
If you were interested in finding a way to bond with your child and talk them through something before it becomes an issue, would this be something you'd consider? Why or why not?
Let's say you wanted to sign up, where would you go from here?
How would you decide which service?
Do you feel like you have a clear understanding of what each one does?
Do you think this is something you would sign up for? Why or why not?
If you wouldn't sign up now, is there anything that would make you more willing or interested?
Is there anything else overall, about Hey Kiddo, the site or the service, that you'd like to add?
UNSURE ABOUT PRODUCT DIFFERENCES
Users overall were confused about each product. Most users thought Huddle was a more comprehensive version of Talk and entirely missed that it served a different function. Some of our users were more interested in Huddle than Talk as a product for their own use, not realizing that it was aimed at groups. They also expressed concern at having their kids in front of screens to use it, misunderstanding that it is not an online lesson for children to access themselves.
“WHAT AM I GETTING? SHOW ME MORE.”
Users were confused about what they would be getting with each service. They mentioned needing to see examples of the product in use. All of our users wanted to see a video demonstrating how it works, and many mentioned wanting to hear from other users. Most also struggled to read the illegible text on the small illustrations and screenshots provided, trying to get a clearer sense of what was being offered. All users expressed a desire to see each product in action, either through media on the site, sample content, or a free trial, before they would be willing to sign up.
SURPRISES
USERS ASSUMED TALK IS RESPONSIVE
Based on their exploration of the site and product descriptions, most of our users assumed that child psychologists would be available to them 24/7 if they signed up for Talk. Some did not expect to receive texts unless they requested them specifically, and those assumed that they would be selecting the topic based on their own needs.
GENUINELY INTERESTED BUT NOT GETTING WHAT THEY NEED
Many users were excited at the idea of getting access to professional help navigating these issues for such a low cost, but none was willing to actually sign up because they didn’t have a clear sense of what they were getting. Almost all users genuinely wanted to know more about the products than the site was providing.
ALL EAGER TO SEE VIDEO
All users wanted to see a video, animation, or something interactive showing how the product works. Some expressed interest in a more in-depth explanation of the concept, more detailed success stories or testimonials, example dialogue, or demonstrations of real world use.
IMAGES BELOW: BLACK DOTS REPRESENT TEAM VOTES
MAP FOCUS AREA
Concept voting
DECISION
Outline user test flow and create storyboard
HIGH FIDELITY WEBSITE PROTOTYPE DESIGN
Redesign website to create user friendly engagement to generate subscriptions
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Homepage redesign includes main navigation, listing both HeyKiddo™ products named by target user, along with about, blog, contact, log in and sign up buttons for both Talk and Huddle
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Talk is now labeled as “For Parents” and Huddle is now labeled “For Educators”
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Under each product, content is easier to read and listed in bullet points
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CASEL diagram now is depicted and will also link to more information
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Testimonials include subscriber photos
Log in button on main navigation allows users to quickly access their accounts. Log in screen for both Talk and Huddle is shown below:
Sign up button on main navigation allows users to quickly sign up for either Talk or Huddle regardless of where they are located within the website. Sign up buttons for both products are also included on homepage, product pages and about page. Sign up screen for both Talk and Huddle is shown below:
HeyKiddo™ Talk screen now is labeled “For Parents.”
iPhone on top of the screen is larger and users are able to scroll down to see examples of Talk texts within the iPhone image.
​Animated video is strategically placed to allow users to learn about Talk.
Content is friendly to read and understand.
Users are informed that they can select the time of day that works best for them to receive Talk texts.
Parent testimonial video allows users to hear someone speak about their Talk experience and how it has helped their family.
Parents can now see how you will help them on highlighted examples of challenging topics.
It is now clear that three steps explain how Talk works, including large illustrations that are easy to read and will allow users to see what they are getting in their subscription.
Talk explains that all text and activities are not done on screen.
Testimonials include subscriber photos.
Sign up buttons are shown several times throughout the screen and on main navigation.
Talk sign up screen includes monthly and annual subscriptions. User will select a subscription plan.
After selecting subscription plan, user will be directed to create an account and submit payment.
After submitting payment, user will be directed to the screen below with a countdown to receive first Talk text.
HeyKiddo™ welcomes user for the first time via text. First, user will be asked to save HeyKiddo™ as a contact and then user will select the preferred time of day to receive texts. User will enter child’s name in order to receive personalized messages and then will complete a series of 10 assessment questions with easy one-word answers to recieve curated content for the family.
After completing the 10 question assessment, user will start receiving Talk texts. (Full text assessment and Talk text examples will be shown within prototype.)
WEBSITE PROTOTYPE USER TESTING
Conducted individual interviews with 5 new users, 10 to 15 minutes each. Tested prototype to gain insight with same questions from round one of testing.
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All users were parents of young children: 1 man, 4 women
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Users were not provided any information aside from the prototype URL
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None of the users were familiar with Hey Kiddo™ or their products
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Gathered first impressions
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​Determined where users want to click and what stands out to them
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Identify pain points and positive attributes
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Verified users grasp of concept presented to them
USERS KNEW QUICKLY WERE TO CLICK
Users were able to navigate the protoype with no issues. They quickly identified the product of interest to them.
USERS UNDERSTOOD PRODUCT DIFFERENCES
From first glimpse at the homepage, users understood the differences between Talk and Huddle.
USERS LIKED SEEING VISUAL EXAMPLES OF TALK TEXTS
USERS GRAVITATED TO TALK VIDEO
USERS WANT TO SEE A TESTIMONIAL VIDEO
USERS WANT TO SEE A PSYCHOLOGIST VIDEO ON ABOUT PAGE
USERS LOVE SEEING CASEL AND CHALLENGING TOPICS
USERS KNOW WHERE TO CLICK IN ORDER TO SUBSCRIBE
ALL USERS ARE INTERESTED IN SIGNING UP
ALL USERS EXPERIENCED INTEREST IN A FREE TRIAL PRIOR TO SUBSCRIBING
USERS THOUGHTS ON ASSESSMENT
All users expressed that they would like the option after subscribing to choose whether they will complete the assessment via text or online. Most are happy to do the assessment via text if their answers are only one word.
USERS WANT ONLINE TALK ACCOUNT / PORTAL
All users want an online account for Talk. They strongly expressed that they need “to feel in control” of their subscription and without it they wouldn’t feel like they are a member of HeyKiddo™. They want to be able to access their account, payment information and have somewhere to cancel their subscription. Everyone stated that the online account should have all messages that were sent to them via text, in case they want to do those activities later with their child. This would eliminate their having to scroll back on their texts. They mentioned that it would be “valuable” to them if all content on their online account was “catalogued” by topic. This would make it easier to search topics as they occur with their child. Users also want to have all of the texts, advice and activities that were sent to subscribers prior to their signing up. This will provide them a full directory of everything shared so they can also have an overview of the full Talk experience.
USERS FINAL THOUGHT ON WEBSITE PROTOTYPE
All users expressed that the prototype was easy to navigate and that both Talk and Huddle are very interesting and needed. Everyone loved seeing the videos and examples of the product. All users want to sign up for Talk but would like a free trial or discount as an incentive. They will not sign up for Talk if they are not provided with an online account.
HIGHLIGHTS
Grateful to be a part of Hey Kiddo’s mission to help children, parents and educators
Find innovative ways to help HeyKiddo™ describe their mission, showcase and sell their products.
Design a user friendly website that will help HeyKiddo™ gain more Talk and Huddle subscribers.
Discover ways to help HeyKiddo™ achieve their long-term goals.
CHALLENGES
Need to investigate further if users will be comfortable using their phones for all Talk experience
Decide if all Talk messaging is only shared via text or also shared via email and an online Talk account.
Hey Kiddo needs to accommodate enrolling and communicating with families that have more than one child
Families with more than one child may want to enroll them all in Talk, report their behavior separately and receive recommendations personalized for each child.
Perhaps there is a way to create separate enrollments for each child within a family portal. Parents should have access to online profiles created for each child that include all activities, tips, communications within their family portal.
HeyKiddo™ needs to determine how to do this and reflect this in all Talk content, enrollment, pricing, assessment questions and customized communications designed for each child.
SUGGESTIONS AND RECOMMENDATIONS
Based on my findings from my prototype user testing I recommend the following to help Hey Kiddo continue to grow:
Display on website a user friendly main navigation that allows users to quickly click the product they need. Main navigation should give users access to log in and sign up to both products at all times regardless of where they are located on the site.
Use language with which users can identify.
All images / illustrations showing product and how it works, should be large and visually accessible to everyone.
Create Talk and Huddle animated videos and showcase on product pages.
Film parent and educator testimonial videos talking about their successful experience with HeyKiddo™ and showcase on product screens and social media.
Add photos to all testimonials to make experience more personal.
Film your team speaking about their background and mission and place on About page.
Show CASEL core competencies in a visual way.
Parents want to form effective ways to communicate with their children. Visually showing and listing examples of challenging topics will allow users to see how you will help them.
Talk pricing page should show monthly and annual pricing beside each other.
Allow users to select if they want to receive Talk messages via text or email. Consider always sending them their tips, links and activities both via email and text.
Talk page should let users know that they can select the time of day that best works for them to receive texts. Incorporate this into the asessment.
Research how billing addresses of subscribed users can help your system identify the time zone for receiving Talk texts.
Give users the option to do Talk assessment via text or online.
Ask user to save HeyKiddo™ as a contact when they receive their first text so they don’t have to scroll back into their texts to find their tips and activities.
Assessment: Ask user to share their child’s name in order for you to personalize your messages including child’s name.
Initial assessment questions must also allow parents to enter information for more than one child.
Talk texts should include more images to visually break up the amount of written content being sent to users.
Consider sometimes sending a Talk message via text and online directly “to the kiddo” so the parent can tell their child “HeyKiddo™ just sent a message designed just for you.” This would allow parents to share moments with their child.
Talk users should also have an online account that lets them have access to their subscription, payment information, all Talk messages and activities listed by topic.
Creating, collecting and saving all this information into an online portal will be helpful in the future to use all of this material within your future HeyKiddo™ Talk App.
Blog: Main navigation on blog should be the same as the rest of your website. Integrate your social media posts to your blog. Allow users to like, comment and share your blog posts.
Offer new users a free trial or promotional code to sign up for Talk.
Offer current subscribers discounts for referrals to friends who subscribe.
