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Mitchell CSG
(Causality Solution Group)

Mitchell_Logo.jpeg

It was a brilliant opportunity to work directly with the Mitchell CSG team, USA, along with my colleagues for a 2- week design sprint. Our brief was to provide Mitchell (CSG) with recommendations and suggestions on how they could improve the overall UX design of their current application and create a positive user journey that aligns with their existing strategy.

Key Deliverables:

  • User research, user flows and user journey refinement

  • UX strategy improvements and recommendations

  • Digital wireframe suggestions (mid-fi)

  • Presentation (15min)

My Role

  • The role of UX Analyst and Designer. I communicated daily with our clients to ensure they were updated with the project developments. Meetings were scheduled via Cisco Webex face-to-face recordings, and MOM with any ideas discussed were well documented in Confluence for future reference.

Our Approach

  • Understand the challenges: Identified users’ areas of special interests and concerns.

  • Usability: Identified usability opportunities and issues which needed adjustments in order to ensure the application performs towards your target audience as intended.

  • Wireframe Designs: Developed visually appealing new-age design. We tried to match the Magnetic Design style guide.

  • Simplified Navigation: Switching to this style often involves combining sections of your application under a single heading, requiring you to restructure both your navigation and content for a better user experience.

  • Presentation and Approval: Presented and got approval on proposed navigation flow and wireframe design was shared with the client.

Problems

  • Outdated Design Interface designs were not Aesthetically pleasing, especially when you already have competitors in the market, like Alldata, CCC one Total repair platform etc.

  • Navigation Problem The clarity was not maintained. It was difficult to interact with the product by using very old icons and labels.

  • Recognition v/s Recall. The user should not have to remember information from one part of the dialogue to another. Instructions for the use of the system should be visible or easily retrievable whenever appropriate.

  • Efficiency and Consistency It's difficult for the user to recognise labels for a simple task. And find a new way each time to resolve a similar kind of problem while working on a design. The user may get confused and frustrated at the same time.

  • Technical issue; In teams of font display in prototype while presenting.

  • Pixel perfect design screens in Axure RP.

  • Design approvals took time and thus delayed the iterations.

  • We could not use any default icons in design because they have their own ‘icons and fonts’ library in Axure RP, which we first must install in our system to showcase them.

  • The challenges may seem something, but actually is something else, as shown below.

Business Impact

We aim to enhance accuracy, efficiency, and compliance while reducing expenses through automation, streamlined processes, integrated systems, and the switch from old to new-age designs. Our primary focus is to improve CSG Case Management to optimize efficiency and comply with state regulations.

Validation

  • We will take references from similar product of Mitchell. Which make consistency in products.

  • We used symbolic icons need to be clear for new users.

  • The controls map to the result in a simple and logical way.

  • The depth of the information architecture is consistent throughout the system.

  • Help users recognise, should be expressed in plain language, precisely indicate the problem, and constructively suggest a solution.

  • Visibility of content, users will always be informed about where we are and what is going on.

  • Information hierarchy and contents structure are organized clearly.

  • Motion and animation patterns are consistent throughout the system

  • Symbol/control must meet minimum size, space, and contrast requirements.

  • Adjust elements in proximity of each other with similar shapes, size and colours.

Conclusion

Based on the Design review and research reports, we have already devised a definite pattern. It symbolizes that people will use this application very easily. This project gave me an understanding of how difficult it is to redesign features for a large company like Mitchell. In such cases, one may need to consider the sensitivity it may involve before changing even a small button or a pixel-perfect screen. So, the analysis and suggestions given are always critical before starting the actual process. Working closely with Martin and Maria (Product Designer), was a rich experience and thorough learning. I have enhanced myself in understanding the broad spectrum of design, thinking about the limitations and asking the right questions.

To summarise, one must:

• Research the features.

• Select participants from different areas.

• Usability test of the prototype.

©2024-26 All Rights Reserved by Abhishek Bhargawa.

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