Objectives

As a UX Researcher, I partnered with a Lead UX Researcher, and collaborated with the Product Owner to ensure the dashboard met administrators’ needs. The priority for the study was to:

• Assess whether critical information is clear, relevant, and easily accessible.
• Identifying usability pain points, and areas for improvement.
• Providing actionable recommendations to inform design decisions

Study Overview

During the intake meeting with the Product Owner, we defined research goals, clarified key features, and aligned on success criteria for the dashboard. We discussed the target users, workflows, and current pain points, which helped inform participant recruitment and task design.

Methodology

Given that the product was still in development, we agreed that moderated prototype testing would provide the best opportunity to evaluate early usability, validate task flows, and gather actionable feedback before development.

Working alongside a Senior UX Designer, we reviewed and approved the prototype design to ensure it reflected intended task-flows and functionality before testing.

Participants

To ensure our study reflected the diversity of users and workflows, we recruited 8 plan administrators from small, medium, and large organizations. Participants were selected to represent a range of experience levels and organizational contexts, capturing how different administrators interact with the dashboard.

We conducted recruitment through targeted email outreach, inviting eligible administrators to participate in 60-minute moderated sessions. This approach allowed us to efficiently reach the right audience while ensuring participants were familiar with the tasks and challenges relevant to their daily workflows.

Execution

Over a four-day period, we conducted eight 60-minute moderated sessions. To create a realistic and engaging experience, participants interacted with an interactive Figma prototype of the dashboard, which simulated real-time updates and key functionalities. We alternated roles, and while one researcher facilitated, the other took detailed notes and captured observations.

We alternated research roles throughout the session, and while one researcher facilitated the session guiding participants through tasks, and asking follow-up question, the other took detailed notes, observations, and non-verbal cues.

Participants completed a series of structured tasks aligned with real administrative workflows, including reviewing employee status, interpreting dashboard information, and navigating key tabs.

Key Findings

Overall, participants found the dashboard helpful, appreciating the ability to access real-time data. However, the study highlighted areas that needed improvement:

1. Date Stamps: Accurate timestamps are essential for internal record-keeping, payroll adjustments, and regulatory compliance, ensuring administrators can track changes reliably.
2. Layout challenges: Critical information was often obscured below the fold, slowing task completion.
3. Redundant information: Some administrators found certain information unnecessary, creating cognitive load and reducing efficiency.

Recommendations

Based on the insights, we proposed several targeted recommendations to improve overall usability:

1. Add Date Stamps. Administrators emphasized the importance of tracking when a status change occurs unsuring they have accurate and actionable information at all times.
2. Reorder Dashboard Layout. Reorganizing the layout to prioritize the most important data at the top would allow administrators to quickly scan the dashboard and take action, improving workflow efficiency.
3. Design for Different Needs. Because workflows and data needs vary across small, medium, and large organizations, the dashboard should allow flexibility in filtering, sorting, and prioritizing information. This ensures the interface is relevant for all administrators regardless of the scale.