Connectivity Check

Working with the mobile developers to create an informative connectivity check on the Mobile Administration Portal.

planning-sheets-of-paper-coffee-by-oblik

Role: Lead writer

Tools: Confluence, Jira, Zoom

Skills: UX writing and editing, content strategy

Team size: 5

Timeline: 3 weeks

Outcome: Pushed new connectivity check UI to production

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PROBLEM

When attempting to update server connection details on the Mobile Administration Portal, users were confused as to why their connection check had failed.

The original implementation showed a loading icon while the connection check was being made. If the connection failed at any step in the process, they would receive a generic error message.

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SOLUTION

Provide a dialog box which displayed the current progress of each step in the connectivity check. If the check fails, the user should know what caused the issue, and how they can troubleshoot.

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PROCESS

1. Design dialogue UI

We determined the best layout for the dialogue box would be vertical progress steps. From this we created mock-ups:

transact_connection_details_status_compl

This design provided an at-a-glance understanding of:

What the overall process is checking
What step the user is at
What step caused an error, if any

2. Draft messaging

Parallel to UI design, I worked on creating more specific error messages for each step of the connectivity check.

transact_connection_details_status_error

I worked closely with the development team to understand what was happening on the back-end of the application, and what would be the cause of an error at each step.

I also researched the most common method to resolve each error, and confirmed with my SMEs for technical accuracy.

From this information I created the following messages and communicated them to my stakeholders using Jira:

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IMPLEMENTATION

The dialogue design and messaging changes were pushed to production.