Lookback

Unmoderated Tasks for Mobile

Lookback Mobile Tasks

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.




My Role
Project Design lead
Product Designer → Senior Product Designer
Timeframe
6 months
2020 - ongoing
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

Lookback Mobile tasks 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

Mobile Tasks Design Sprint Week
Mobile Tasks Design Sprint Week
description of the teller functions in the payment business process
diagram provides a visualization of Teller interactions with Customers

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
Lookback's Unmoderated Mobile Tasks user research product

Lookback's Unmoderated Mobile Tasks user research product
Lookback's Unmoderated Mobile Tasks user research product

Mobile Tasks Design Sprint Week

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.

Lookback's Unmoderated Mobile Tasks user research product
Desktop and Mobile: Tasks instructions
Lookback's Unmoderated Mobile Tasks user research product
Desktop and Mobile: Friction pattern between tasks



Other work with Lookback

Upload Video Sessions onto Lookback's platform
This is the first time in history where Lookback allows non-lookback recorded material in their systems. Photo credit: Lookback
Upload Video Sessions onto Lookback's platform
Our users are able to upload research sessions conducted outside of the Lookback platform into their Research Rounds. The ins and outs can be found on the here. Photo credit: Lookback

Upload Video Sessions onto Lookback's platform
Uploaded video session being processed. Photo credit: Lookback

Resolve camera or mic permission problem
We updated our Interviews product where we now help participants if they encounter a camera or microphone permission problem. This problem accounts for ~25% of all negative customer feedback data.

Reorder and download Lookback Reels
This was the first major product feature launch of 2021. Highlights can be moved between Reels, reordered in Reels and combined video of all Highlights (in custom order) in a Reel can be downloaded for researchers to watch the selected Reels all at once.

Lookback's Markdown formatting
I designed the Markdown formatting help in the Lookback rounds editor.

Lookback's Marketing Website
Played a part in the company's brand refresh project majorly focusing on the mobile experience and creating new pages with fresh structures.

Lookback's Marketing Website



Results

The market loves it

We witnessed a 45% boost in Tasks rounds usage by Trial users after the social media announcement.

Lookback Mobile Tasks Analytics


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