Rendezvous Bar & Grill

Case Study  -
2020

Providing feedback, like mark ups and commenting, is a key use case for collaboration, but this functionality was limited in Box. How could we increase engagement and promote the feedback loop in Box? I lead the redesign to extend our feature set to allow users to create annotations.

Role
Lead and solo designer— discovery, user research, design, animation, testing
Team
Ashton Gabbart, Tyler Sloan, Beau Sexton, Sierra Haney, Rakesh Khilare
Problem

The lifecycle of a document begins with creation, then sharing with others to get feedback, then editing— iterating until the final draft and approval. Users could not complete this feedback loop in Box, and thus were leaving Box to complete their workflows. We were losing users.

It was difficult to give and receive feedback, edit, iterate, and track changes in content in Box. Users could comment, but they could not directly reply. They couldn’t specify a location on the file itself; couldn’t indicate any sort of status; and they couldn't they easily view a previous version to see any prior work or changes.

These had all been customer requests for years in our backlog, as they solved key use cases for our users to collaborate with their teammates and provide feedback. However, because they were unable to do this in Box, we were forcing our use other software to annotate and markup their content. This created an annoying back-and-forth process for our users who simply stored their content in Box, but did the actual editing and iteration elsewhere.

It was difficult to give and receive feedback, edit, iterate, and track changes in content in Box. Users could comment, but they could not directly reply. They couldn’t specify a location on the file itself; couldn’t indicate any sort of status; and they couldn't they easily view a previous version to see any prior work or changes.

It was difficult to give and receive feedback, edit, iterate, and track changes in content in Box. Users could comment, but they could not directly reply. They couldn’t specify a location on the file itself; couldn’t indicate any sort of status; and they couldn't they easily view a previous version to see any prior work or changes.

Outcome

This was a really exciting and fun project for me to work on as it provides real value, involved a ton of research, and detailed interaction work. However, shifting priorities and changing roadmaps have delayed the launch of this feature. Still, I learned some important takeaways from this project related to product and business processes.

How to adapt to changing requirements

New timelines, resourcing issues, and reprioritization meant the scope of the project was constantly changing. I had to adapt to those changes and still deliver the best design in time with tight deadlines.

Always fight for good UX

I had to work under very strict technical constraints, but still fight for what I believe is essential to having a good user experience.

Don’t overpromise and underdeliver

I learned how to define a true MVP vs. something that is simply not usable and therefore not shippable.

Choosing what we won’t do

There were many great use cases we could tackle with a rich feature set. However, every single one was costly or unrealistic. I had to determine where the real value was for Box so we did not spread ourselves too thin.

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Providing feedback, like mark ups and commenting, is a key use case for collaboration, but this functionality was limited in Box. How could we increase engagement and promote the feedback loop in Box? I lead the redesign to extend our feature set to allow users to create annotations.