The ABBA System Usability Study (Q2 2024) revealed key UX challenges, with a System Usability Score (SUS) of 59 (Marginal). Users reported navigation complexity, slow system response times, and difficulties managing decision-maker data as major pain points, while structured information and data visualization tools were highly valued. To enhance usability, we are prioritizing streamlined navigation, improved error handling, performance optimizations, and tailored user role functionality to create a more efficient and intuitive platform experience.
User experience (UX) is a critical factor in the success of any digital platform, particularly when dealing with complex workflows and high-stakes decision-making. To assess the usability of the ABBA platform, we conducted a System Usability Score (SUS) survey for Q2 2024, capturing insights from 16 participants across key functionalities: Technology, Platform, and Audience Construction. The overall SUS score of 59 (Marginal) indicates room for improvement, highlighting key pain points and valuable features that inform our UX strategy moving forward.
Through sentiment analysis, we identified three primary areas of friction that negatively impact user experience:
Users frequently described the platform as “stressful,” “wrong,” and “difficult.” These terms were associated with steep learning curves, complex workflows, and error-prone interactions. Challenges in differentiating project types, inconsistent information structures, and limited guidance exacerbate usability concerns.
• Implement clearer navigation structures, reducing cognitive overload.
• Improve UI affordances to distinguish between projects and workflows effectively.
• Introduce guided workflows and contextual tooltips to ease comprehension.
2. Error Handling and System Response Times
Errors and mistakes were a common source of frustration, with long response times further compounding user stress. The inability to correct mistakes efficiently led to disruptions in workflow and increased task completion times.
Actionable Improvement:
• Strengthen error handling mechanisms, such as undo features and preemptive confirmation dialogs.
• Optimize system performance to reduce response time delays.
• Implement proactive error messaging to guide users toward resolution.
The Decision Maker Grid is a crucial tool for users, but issues in managing and understanding relationships between decision-makers led to inefficiencies. Users found relationship types difficult to interpret, and they expressed a need for better data visualization.
• Improve the management and visualization of decision-maker relationships.
• Enhance grid structures to facilitate easier access to data.
• Offer customizable filtering options to refine searches dynamically.
Despite usability challenges, the Decision Maker Grid, structured information hierarchy, and data collection functionalities were highlighted as indispensable components of the platform. Users valued the ability to quickly organize and analyze decision-maker networks, underscoring the platform’s core strength in data aggregation and strategic insights.
• Decision Maker Grid: Recognized as a powerful tool for data access.
• Structured Information: Clear hierarchies enhance usability.
• Data Collection & Analysis: Facilitates informed decision-making.
To enhance usability and user satisfaction, we are prioritizing the following UX improvements:
1. Streamlined Interface & Clarity Enhancements – Reduce navigation complexity, improve project differentiation, and introduce guided workflows.
2. Robust Error Handling – Implement undo actions, pre-action confirmations, and better system responsiveness.
3. Feature Updates & Documentation – Improve knowledge-sharing through in-app guidance, release notes, and user training.
4. Optimized Data Visualization – Refine relationship management tools and grid structures for faster, clearer data interpretation.
5. Performance Enhancements – Reduce system lag and optimize backend operations for faster interactions.
6. Specialized User Role Functionality – Tailor UX interactions to user-specific workflows for more intuitive task execution.
The ABBA System Usability Study underscores the importance of reducing friction in navigation, improving system responsiveness, and refining data visualization. By focusing on usability pain points while enhancing the platform’s core strengths, we aim to create a seamless and efficient user experience that aligns with user expectations and business objectives.
For more insights or to participate in usability testing, contact JanMichael Guzman on Slack or email.
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