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DoubleCheck
Forms & Language: A Design Solution
DoubleCheck is a mobile app designed to assist non-native English speakers fill in forms.
Project outcome: Identified a real world problem and delivered a validated solution through end-to-end design via the Double Diamond process.
Client: Academy Xi – Personal Project
Role: UX/UI Designer (Solo)
Duration: April – May 2022 (6 weeks)
The Problem
For those of us with immigrant parents, much of our life is spent helping our parents fill in English forms. Whether you were trying to translate ‘income tax’ into Cantonese as a confused 10-year old or acting as a live-in scribe for your parents, the process was always tedious, frustrating and yet, very necessary. The problem was complex, personal and difficult to solve – which meant it was the perfect challenge for an end-to-end UX project.
1. Defining the problem
The first phase of the project involved a robust research approach, employing a variety of quantitative and qualitative methods. Findings were then synthesised, allowing for clear personas and user journeys to arise. This provided a strong foundation from which a viable solution could be designed.
Primary & Secondary Research
Affinity Mapping
Personas
User Journeys
Research & Findings
Goal
To better understand the problem space of translation, forms and intergenerational relations.
Methods
- Online surveys (74 responses received)
- 1:1 Interviews (8 participants interviewed)
- Desktop research
- Competitor Review
Scroll to explore key findings
Affinity Maps, Personas & User Journeys
Survey and interview data was then synthesised into an affinity map in order to draw out key themes and pain points. This was used to construct a primary and secondary persona as well as their corresponding user journeys.
Scroll to explore artefacts
2. Pivot Point
After thoroughly researching the initial problem space, it was clear that a shift in focus was required. The problem needed to be reframed and by doing so, more succinct ‘How Might We’ statements could be defined.
Revised Problem Statement
How Might We's
Revised Problem Statement
Throughout the initial stages, I had focused heavily on the perspectives of the second-generation children providing form translation assistance. However, data showed that if the parents were empowered and provided the means to translate parts of the form themselves, this would have a cascading effect into helping the kids and alleviating their pain points. As such, my initial problem statement had to be revised.
Old Problem Statement
A native English speaker who feels frustrated about completing forms for non-native English speakers wants the process to be easier and faster but faces significant language barriers.
New Problem Statement
A non-native English speaker who feels overwhelmed about completing forms in English needs to be able to do so but faces significant language barriers and concerns over accuracy.
How Might We's
Next, I formulated three “How Might We’s” to help solve for my personas’ biggest pain points, as defined within the research phase. These were:
How might we help Mingze overcome translation barriers, so that it doesn't take so long to fill out a form?
How might we enable Mingze to complete more of the form herself, so that it also saves Chloe time and effort?
How might we provide Mingze with a sense of trust that her answers are accurate?
3. Designing the Solution
Now that the problem had been properly defined, I was able to move into the solution phase with confidence that I was addressing the pain points that would have largest impact for both personas. This last phase involved ideating multiple solutions, user testing these, drafting up user flows and wireframes and finally, rolling out a high-fidelity prototype.
Ideation Workshops
User Flows
Lo-fi & Mid-fi Wireframes
Usability Testing
High Fidelity Prototype
Ideation & Concept Development
I facilitated two group ideation workshops to brainstorm potential solutions. Ideas were then sorted into an MVP matrix.
Features with the most merit were developed further via user flows and lo-fi wireframe sketches. These were presented to my primary personas to gather early concept feedback.