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Improved user flow and ux writing to help users find downloaded documents




The Challenge

After submitting their information, many users can't find the paper they were looking for, so they always ask our customer service team about it. Our team wants to make things easier for them and make sure that they could get the document.


Role

UX/UI designer and UX Writer


Objective

Documents must be delivered to the user in some way.

 

The customer journey


The initial user flow audit

Users would first go to the landing page, filled in the form, and clicked the "download now" button. After clicking, the landing page will load the download page. To get the document, users must click the download button again. I think this flow is hard on the user because they have to click twice, even though the first button already said: "download now." Instead, it should say "download after click."



Define problem

After getting feedback from customer service team that most of our users didn't get the document because they didn't see the "download now" button and someone told us that they thought they could get the document after filling out the form.


Before I came up with a solution, I wanted to find out how other platforms give eBooks to their users.

 

The secondary research

Since the PDPA product is so specific, it is hard to find a real user to do the user interview. So, I started to do a secondary research by looking at other websites with eBook downloads to see which flow would work for our product.


These are the websites I had walked through the downloading flow:



1. Hubspot: the users must click the download button to get a file.






2. UXpin: The eBook was sent to their email.





3. Simplilearn: The file is downloaded automatically.





4. Cyberduck: The file is downloaded automatically and gives the users an option to download by themself



 

Ideate the new user flow

The main problem was users do not get the document. So how might we let users have the document automatically downloaded, send them an email, and give them the option to download it manually?


From the new user flow, users will get the document in one of three ways: automatically download, send the document via email, or by choosing to download it themselves.



Not only was the design change, but also the UX writing. Let's see how it works.


1. Change the microcopy on the primary CTA

the original copy is "Download now" (ดาวน์โหลดเอกสารเลย) which will mislead that users can get the document after clicking the button. So, I have changed it to "Submit and download" (ส่งข้อมูลและดาวน์โหลด) to tell users that they will get the document after submitting the form.

Thai copies

English copies



2. Change wording and design

I audit the original version. There are 3 main things that they should change:

  1. Users could see that the document was ready from the information. To get the document, please click the "Free download" button. We told users how the new design, which follows the usability heuristic, was coming along (the usability heuristic,Visibility of System Status). So the new copy of the document is downloaded (The system automatically downloads it). Please check what you're using. So users didn't have to do anything to get the documents

  2. To ensure users don't miss out on the document, allow them to download it themselves and send another copy to their email. (the usability heuristic, User Control and Freedom, and Error Prevention)

  3. Change the part that says, "Contact us to get a quote." I made them look better and changed the text on the button from English to Thai so it would be the same on the Thai platform.

Thai copies


 

Usability testing

Finding a real user to do the usability testing was the most challenging part of this task. So I ask my colleagues (5 peoples) from other projects to test the new flow I have designed. They do the test from the prototype, and they understand what happened on the interface.


What happened after redesigning

After the developer deployed this task, no one asked for the document anymore, according to our customer service, sales, and marketing teams.

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