Simplifying a complex system without compromising the tool’s capabilities.
Hoopla is a tool that makes tedious task completion exhilarating by aggregating and “ESPN-ifying” data from sales, call centers through Salesforce. The interface seemed exciting indeed, but the admin center to set up these screens was overly complex for the types of users who needed to set up and maintain the tool.
EchoUser’s initial task was to conduct a heuristic review of Hoopla’s administrator control panel. The review identified a number of issues, including the fact that a significant amount of important information was hidden from the user, and that the overall system was too complex for the majority of users to understand.
Using traditional heuristics — visibility, discoverability, navigation, and information hierarchy — along with our experience across a wide breadth of products and domains, we recommended several flow changes for the Hoopla administrator control panel. Ultimately, changing the behavior and structure of the UI helped us to better match the experience with the needs of the user.