Problem Statement

The original Altria File Status View possessed several usability issues that generated frustration for its users. Key problems included delayed report availability, cumbersome sharing processes, and inadequate error detail. These issues led to inefficiencies and communication breakdowns, impacting users' ability to perform their jobs effectively.

Key Challenges

• Delayed Reports: A two-week lag in report availability frustrated users, as critical errors often surfaced too late for corrective action.
• Inefficient Sharing Capabilities: Current options lacked detail, compelling users to devise their own methods to share error information.
• Complex Error Handling: Users needed more detailed information to manage unclassified brands and resolve errors efficiently.
• Lack of Visual Data Representation: Users desired more graphical representations for easier comprehension and quicker decision-making.

Objectives

• Enhance Data Accessibility and Clarity: Provide timely and comprehensive error reports.
• Improve User Communication and Collaboration: Facilitate easier sharing and discussion of report details.
• Streamline Error Resolution Processes: Offer clear guidelines and tools for effectively resolving errors.

Methodology

Research and Insight Gathering

• Contextual Inquiries: Conducted sessions with nine participants to understand their workflows, needs, and frustrations.
• Evaluative Sessions: Gathered feedback on current and proposed design concepts using low-fidelity wireframes.

Key Findings

• Users wanted expanded sharing options and quicker access to actionable alerts.
• Error details were crucial; participants sought more comprehensive data, including error types and resolution steps.
• Current visualizations lacked intuitiveness, prompting a need for more informative designs.

Design Solutions

1. Enhanced Reporting Features

• Real-Time Access: Reduced lag time for report availability to offer timely updates.
• Detailed Error Reports: Included comprehensive details on errors and resolution steps, enhancing user comprehension and efficiency.

2. Improved Sharing and Accessibility

• Expanded Sharing Options: Introduced new features for exporting and sharing detailed reports with colleagues.
• Visual Enhancements: Implemented clearer visualizations to replace text-heavy lists, aiding quick data interpretation.

3. Streamlined Error Management

• Comprehensive Error Descriptions: Provided described solutions for each error type, reducing reliance on external support.
• User Feedback Integration: Incorporated user suggestions such as management account numbers and distributor IDs in reports.

Outcomes

• Increased Efficiency: Users reported improved workflows and reduced time spent on report-related tasks.
• Positive User Feedback: Participants showed enthusiasm for the new designs, appreciating the increased detail and usability.
• Strengthened Communication: Easier sharing and clearer data representation enhanced collaboration among distributors.

Reflections and Future Directions

• Iterative Feedback: Continuous user engagement and feedback were vital in refining the design.
• Scalability Considerations: Future iterations could include predictive analytics and customized reports to further enhance value for users.

This project not only resolved pressing user issues but also positioned the compliance report as a more intuitive and efficient tool for its users, ultimately improving their day-to-day operations and decision-making capabilities.