Lookback

Unmoderated Tasks for Mobile

About Lookback

Lookback is a dedicated video research platform for talking to your users, together through usability testing and interviewing. It's the best way to collect feedback from customers on your product, website or prototype.

Their mission? Bridging the gap between users and product teams not only produces more usable products, it ensures humanity is at the core of every product decision.

The product? Tasks is a step-by-step research product that improves the unmoderated participant experience, creates more intuitive, seamless transitions between the tasks of the study, which is of great help when there's no moderator around to guide or handhold the participant.

* Disclaimer: Some of the details in this case study may be vague to protect the client's intellectual property as it's under a Non-disclosure Agreement. Some design elements have been changed from the original.

Role: Project Design lead
Product Designer → Senior Product Designer

Timeframe: 2020 - 2022

Link: Visit Lookback

Collaborators: Craig, Chief Design Officer
Tabanitha, Head of Research
Nevyn, iOS Developer
Voxar, Android Developer
Joakim, Web Developer
Henrik, Chief Executive Officer

How we did it: Research
Design Sprint
UX Design
Visual Design
Prototyping
Usability Testing

Platforms: iOS
Android
Web

Design Toolkit: Figma
Whimsical
Figjam
Miro
Photoshop
Participate

Sneak peek

The Problem

After more than a year of Tasks being available for participants on Desktop, it was time to improve the mobile experience. We needed the participant to focus on the experience they're testing, not the Participate app.

Task-based testing on iOS was painful because of app switching.

Research participants forgot to return to the task window and complete all tasks, to tap start/stop task, messing up the playback timestamps and did not understand how to get back to tasks at all.

Objective

Introduce step-by-step tasks into our mobile apps in a way that is easy to use for participants, and makes sure researchers get helpful sessions where testers think out loud and complete all tasks.

Start a round of research dashboard — Creating an Unmoderated Tasks round on Lookback platform

Design

Mobile Tasks

description of the teller functions in the payment business process

diagram provides a visualization of Teller interactions with Customers

Lookback's Unmoderated Mobile Tasks user research product

Desktop Tasks

After launching Mobile Tasks, we made improvements to the desktop tasks flow to make the flow more in line with what we have on mobile. We changed out some labels, added the friction pattern between tasks and updated the end session flow to be more reassuring.