Poll Everywhere enables their users, including 300k educators and employees at over 75% of Fortune 500 companies, to engage audiences through live online polling, surveys, Q&As, quizzes, word clouds, and more.
Company
Poll Everywhere
Role
Product Designer
Timeline
Jan 2023
—
Apr 2023
Project Overview
The main customer-facing user interface, called the "activity details page," which showed poll results with a number of customization and action sidebars, needed a visual update and a fix for a display bug in embedded software. This made it unusable for many clients, particularly in education, who depended on being able to create a poll in their PowerPoints or Google Slides.
In the process of discussing possible quick solutions with my engineering team, my design team of 3 thought it was worth it to make time in our roadmap to re-evaluate the rest of the page. This decision was made for both design and business reasons:
Customer Service's backlog of feedback included clients who were on the verge of leaving for a more visually appealing competitor.
The reason they were staying was because their company/educational institution was paying for Poll Everywhere.
The incentive was clear: We needed to make our service look and feel worth the money.
Challenges
The interface felt outdated and was visually clunky due to a ton of sidebars and navigation that took space away from the poll visualizations and charts.
Journey mapping showed us the weakest points of our main user workflow occurred when navigating through settings and configuration, as well as having separate but duplicate methods of sharing links.
IA/click-rate analysis highlighted unused or very low-traffic actions in our control panel — like custom response messages and showing/hiding the title — as well as the testing panel were good candidates for removal.
Competitive research helped me decide how to re-visualize certain features that we planned on keeping, like consolidating the link sharing actions into one single modal.
I also conducted several interviews with clients directed to our team by Customer Success representatives who explained that they were supportive of a fresher UI as long as the changes we made were not too drastic. It was important to them that as long-time users, the redesigned product IA we introduced was still familiar and did not involve a learning curve.
Our research highlighted a few areas for improvement in the UI:
Update the share dropdown
Combine customization options into tabs or groups
Create layers in our UI to reduce ongoing visual clutter
Get rid of the embedded "test panel"
Display customization settings in a drawer
Results
Using these insights, I worked on wireframes which were then user tested on UsabilityHub (now Lyssna).
Each test surveyed participants meeting the following requirements: 21+ with a college degree.
We conducted activities such as card sorting to group customization actions, or preference testing between accessing options in a drawer or modal.
The new top nav bar I worked on was implemented by Engineering and is usable in the most recent version of the product. There were some structural changes in the organization that led to a delay in implementation for the rest of the design. However, prior to the unexpected delay…
We garnered widespread recognition and visibility through regular monthly presentations of the Product Design team's work, attended by stakeholders from different non-technical teams.
During a company-wide vote, a large percentage of Poll Everywhere employees voted for redesign in a pool of company roadmap priorities (ranking #2 out of 10).
Poll Everywhere enables their users, including 300k educators and employees at over 75% of Fortune 500 companies, to engage audiences through live online polling, surveys, Q&As, quizzes, word clouds, and more.
Company
Poll Everywhere
Role
Product Designer
Timeline
Jan 2023
—
Apr 2023
Project Overview
The main customer-facing user interface, called the "activity details page," which showed poll results with a number of customization and action sidebars, needed a visual update and a fix for a display bug in embedded software. This made it unusable for many clients, particularly in education, who depended on being able to create a poll in their PowerPoints or Google Slides.
In the process of discussing possible quick solutions with my engineering team, my design team of 3 thought it was worth it to make time in our roadmap to re-evaluate the rest of the page. This decision was made for both design and business reasons:
Customer Service's backlog of feedback included clients who were on the verge of leaving for a more visually appealing competitor.
The reason they were staying was because their company/educational institution was paying for Poll Everywhere.
The incentive was clear: We needed to make our service look and feel worth the money.
Challenges
The interface felt outdated and was visually clunky due to a ton of sidebars and navigation that took space away from the poll visualizations and charts.
Journey mapping showed us the weakest points of our main user workflow occurred when navigating through settings and configuration, as well as having separate but duplicate methods of sharing links.
IA/click-rate analysis highlighted unused or very low-traffic actions in our control panel — like custom response messages and showing/hiding the title — as well as the testing panel were good candidates for removal.
Competitive research helped me decide how to re-visualize certain features that we planned on keeping, like consolidating the link sharing actions into one single modal.
I also conducted several interviews with clients directed to our team by Customer Success representatives who explained that they were supportive of a fresher UI as long as the changes we made were not too drastic. It was important to them that as long-time users, the redesigned product IA we introduced was still familiar and did not involve a learning curve.
Our research highlighted a few areas for improvement in the UI:
Update the share dropdown
Combine customization options into tabs or groups
Create layers in our UI to reduce ongoing visual clutter
Get rid of the embedded "test panel"
Display customization settings in a drawer
Results
Using these insights, I worked on wireframes which were then user tested on UsabilityHub (now Lyssna).
Each test surveyed participants meeting the following requirements: 21+ with a college degree.
We conducted activities such as card sorting to group customization actions, or preference testing between accessing options in a drawer or modal.
The new top nav bar I worked on was implemented by Engineering and is usable in the most recent version of the product. There were some structural changes in the organization that led to a delay in implementation for the rest of the design. However, prior to the unexpected delay…
We garnered widespread recognition and visibility through regular monthly presentations of the Product Design team's work, attended by stakeholders from different non-technical teams.
During a company-wide vote, a large percentage of Poll Everywhere employees voted for redesign in a pool of company roadmap priorities (ranking #2 out of 10).