Role
Solo Product Designer
Feature Type
0 to 1
Platform
ISN's Empower App
Status
Shipped, Apr 2024
Duration
3-4 weeks
Team
PM, Dev Lead and other developers
CONTEXT
ISN is the global leader in contractor and supplier compliance management. Its platform connects hiring clients like Honda and Airbus with the contractors who work on their sites, verifying that those contractors meet safety and regulatory requirements.
Last year, ISN launched Empower, a mobile app that helps contractors meet those safety and compliance requirements from their phones. This project sits within Empower app, with contractors as the primary users.
STORY
This is Chris, a contractor. His day-to-day work includes tasks like welding, moving loads, and working at heights.
Before each task, Chris joins a 30-minute in-person crew meeting to review its safety guidelines.
Juggling different tasks across companies, Chris struggles to remember every safety guideline and revisiting them isn't easy. When they slip, he's exposed to serious risk.
PROBLEM
FINAL SOLUTION
Toolbox Talks helps contractors like Chris quickly find and share safety guidelines sourced from regulatory bodies.
IMPACT
RESEARCH
During the kickoff, the PM shared his vision for an AI chat feature: it generates 5–10 safety tips per contractor task, links to references and regulations, and suggests relevant training.
Post meeting, I began to think through sketches and analyzed other chat products (AI and non-AI) to understand user interactions and contextual user needs.
In the following meetings with the stakeholders, we decided the following:
Having gained clarity on user requirements, I figured key areas of ideation included the following:
LOW FIDELITY PHASE
Since this was a 0 to 1 feature, I needed to figure to out from where would the user access this feature in the app. I started out with surfacing a bunch of options as shown below:
Since this experience is new and different from the rest of the content on the app, we decided to give it its own page.
Having analyzed different chat products, and delved into the user needs for this feature, I came up with three primary menu functions: talk history, and talk source, and starred messages.
I explored the following options for save and share interactions and discussed them with the PM.
To help the user check from which regulatory body a Toolbox Talk has been referenced from, I designed a way to access references.
To know if the user found the information helpful or not, I designed a simple, minimal way for the user to enter their feedback.
MODERATED USER TESTING
We conducted moderated user testing with 6 Empower app users by guiding them through the low-fi prototype (on the right).
I prepared questions to learn if the users were able to understand the different interactions and uncover where they felt stuck or confused in the experience.
Customer love: Users found it "simple and easy to use" and appreciated it as a convenient alternative to in-person Toolbox Talks, accessible anytime.
Below are the decisions we made based on findings from the user testing
Users preferred the Toolbox Talks entry point on the app's home page, so we relocated it there.
a) Users requested a formatted message with bolded points for easier comprehension, so we implemented this change.
b) I doubted if users would find the in-message scroll intuitive, but they did.
Users didn’t need three versions (concise, balanced, detailed) of the message, as I had anticipated, so we removed this option moving forward.
We were skeptical if users would understand the source, but they were quite familiar with it, so we proceeded.
HIGH FIDELITY PHASE
As per business priorities, the team decided to launch an MVP with limited capabilities and reserve the tested advanced version for the next phase. The MVP focused on features that provided the most user value with minimal development effort:
Sharing the Toolbox Talk
References and Regulations
Restricting follow-up questions on a given topic.
I learned a great deal as I worked through certain challenges in this project, many of which make for great stories. To learn more about them and this project in depth, please get in touch with me at sonaljaiswal.design@gmail.com. I'd love to present. Thanks for reading. :)
