Lumen Navigation 2.0 Mobile Experience
Started out as fun team project, got turned into a full blown project that many iterations in order to improve the main navigation on Lumen's website. This project involves user research, UX/UI design, and user testing.
My Role
UX Designer, Mobile Experience
Wireframing & Prototyping
Project Duration
2 year project
Area of Focus
Main Navigation / Website / Telecommunications
Synopsis
As part of the web strategy to improve the navigation on Lumen's website, I was initially task to assist the team in improve both the desktop and mobile experience. As the project progressed I ended up taking the initiative to complete the mobile experience until its completion.
1. The Problem
2. The Ideation
3. The Prototype
4. Test & Revisions
Our Team
What were the main problems?
These are issues that we have to solve based off of business needs and user testing.
Lacking essential mobile features.
Confusing to navigate through as it is missing key features that was essential on mobile.
Products and Services feel they should be together
Many items, especially under Products and Solutions overlap each other.
Include Solution Items under the Product menus
To encourage users to look at the each solutions page in each product menu.
How might we improve Lumen's main navigation bar so that its convenient to use and meets the user's expectations on desktop and mobile.
Initial Designs
Merge Products and Solutions
To meet the tester's consensus from the initial pre-test.
Differentiate Products & Solution items
By adding carets to indicate something is different than the items below it.
Stay to a white background, dark text
For branding purposes, to match the clean aesthetic look.
Consulting
Add buttons for easy navigation
In order for the user to quickly go back between different menus.
Test Plan
Linear Testing experience.
See if the user can get the right page, by telling them to find specific pages like Technology Solutions page.
Due to mobile limitations we can only create specific paths for the user to follow.
Asking follow up questions like:
What made you choose the menu item?
How was your overall experience?
How is their ease of use?
What is their impressions of the layout?
Initial Test Results
These challenges came up when we were testing our initial designs.
Simple, Easy, Straightforward
Most testers expressed convenient experience, easy to understand the menu.
Indistinguishable Products & Solutions
However most testers also failed get to the right pages, whether its solutions or products.
What happened next?
There is a back and forth journey of the testers making contradictory suggestions that cost us more user testing.
Changes #2:
Differentiate the products and Solution items, like changing the color and adding the caret.
Test Plan #2:
Two Prototypes: One with Products and Services merged. Other with them separate
Result:
Testers prefer Products & Solutions menus seperate.
Changes #3:
Split up the Products and Solutions menus up.
Differentiate the two types items even more.
Test Plan #3:
Same test, two prototypes to see which one is better.
Double checking to see if this isn't a one time only result.
Consulting
Result:
Testers prefer Products & Solutions menu together!
What are the reasons?
There has to be a reason for this flip flop of user results.
Why testers liked them together?
"...more intuitive....options are all available under one click, going to the wrong section is wasting time."
More streamlined, where the destination is a few clicks away.
Products and Solutions are similar to each other, so the testers expect their items to all be in one area.
Why testers liked them separate?
"...but they just have to be made more specific, I just think option A gives you a quicker options."
Can get into more specific items, while still being simplified.
Less confusion as the testers know what they are getting from more specific menus.
What now? Compromise!
Below are solutions that we ended up perusing after requirements from the business side and more testing.
Product & Solution menus are Split
Business preference, too much of a lift to do.
Just have "name" followed by Solution"
Changing the taxonomy is the only way make it obvious for the user to know its a Solution item.
All tier 1 menus should be drop down
To reduce the amount of clicks that the users have to go through.
Final Design
