Juno (formerly LeverEdge)
Sprint Overview
Juno's Needs:
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Understand what users thought when first greeting their site. Was it positive? Negative? Did it all make sense?
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The ease at which users could sign up for a campaign.
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If users would share the site with each other, and how.
My Role:
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Gained qualitative user data on site layout, imagery, messaging and flow
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User test a campaign signup userflow for intuitiveness
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Recorded qualitative user data on the dashboard and likiness to share.
Tools
Timeframe: 2 Weeks
Tools: Zoom, Pen and Paper
Team: Myself (Solo)
Results
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User's loved the overall look and 'feel' of the site. They often commented on the beautiful imagery, clear messaging, and inviting design. Juno took action with my recommendations and removed the revealed problem points.
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Users found the campaign userflow to be extremely easy with few issues ever coming up.
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User's were neutral to the dashboard. When asked about sharing users often said they would want results first, but if they saw the benefit they would email it or share it on social media.
Case Study Breakdown
Research Methods
User interviews were conducted over Zoom calls over the period of 2 weeks. The questions were meant to get prospectives from the different types of borrowers that would be using the site.
10 people were interviewed in total:
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Five (5) parents
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Five (5) students.
From there stepped through Juno's site and looked at:
Landing Page
Users were asked to give their opinions and first impressions on the landing page, including; Images, Fonts, Layout, and Messaging
Dashboard and Sharing
Users were asked to give their opinions and first impressions on the Dashboard and the likeliness of sharing Juno's services
Campaign Userflows
Users were asked to step through the sign up process and give their opinions and impressions.
Landing Page
Overall feedback was super positive! Some first reaction user comments were:
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Imagery
Users loved the clean, simple, modern look of the site. Users were asked to try and discern what each image was trying to get across and the majority of users were successful in their interpretation. Users found the imagery to be calming and well placed-giving the site room to breathe.
Iconography
The Iconography was crystal clear and simply put to users. No one had issues navigating through them and the icons themselves were very well received.
Problem Points: Landing Page
1. Animated Text
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Older user’s and parents disliked the animated text at the top of the site. The users who did not like it said they would have preferred it to be stagnant or a list. They found it distracting, which made the icons, which lay right below the fold, all the more appealing.
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Younger users liked the dynamic animation and thought it gave the site a lot of life.
2. Imagery
A couple of the images had Juno's old logo from when they were LeversEdge. These did give users pause.
3. Video Block
Users found the large video block to be out of place and off-theme with the rest of the sites, open and clean design.
Recommended Solutions
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Animated Text
I recommended changing the automated text to still text. Although the animated text was well received with young users - it did seem divisive enough among Parents - who will be helping younger students get their first loans.
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Imagery
I recommended auditing their images for any old logos or names. This will ensure every image is up to date and reflecting the correct information.
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Video Block
I recommended splitting up the video block to give it room to breathe and to be on theme with the rest of the site.
Campaign User Flow
Depending on your situation (parent/student) I would ask the user to take one of two paths to test user flow.
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Parents and 40+ year old Participants: Undergraduate Degree Campaign
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Students and 39 and under: Undergraduate Degree Campaign
The user went through the process with little-to-no help from me. The vast majority of the comments were positive
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Very easy
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No too intrusive
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Easy fill in fields
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Clear button sizes
The overall flow was well received and users really enjoyed the simplicity and pacing. I ended up needing to only help on one or two sections.
Problem Points: Campaign Userflow
1. Users were unsure of how long the sign up would take
There was no time estimate or progress bar to inform user of their place in the flow or the amount of time left.
2. Some example copy within a text field was confusing and misleading
When entering in their financial information, users would think that the example text was the amount of money that was pre-determined. They kept getting error messages until they would input an amount.
3. Tedious Single-Click Counters
When entering the year they were graduating, the user could choose to type it in or use a counter on the side of the text field. Every user tried the counter until realizing it counted by 1. So you would need to hit that counter 2022 times to just get to the current year.
4. Membership Cards had people confused too what the next step was
When first entering the signup process you are presented with three cards. These cards showed different tiers of membership and the benefits that come with them. The tiers are decided by when you sign up. EX: Super Early; Early, Standard Member. Super Early sign up was already over so the card was faded out but still visible. This confused some users as too which they could choose from.
Recommended Solutions
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Users were unsure of long the sign up would take
I recommended adding a progress bar or giving a general estimate of timeframe needed to complete the signup to inform the user.
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Some example copy within a text field was confusing and misleading
I recommended either remove the example or put the work “example” in the copy
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Tedious Counters
I recommended to just remove the counter and have the field dedicated to typing.
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Membership Cards had people confused too what the next step was
Recommendation is too remove the card that is no longer an option to the user. Don't show them what they missed but instead, what they are getting.
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End Video V.S. Double Column Information
My recommendation is to end with the video of Nihil. People found it refreshing, personable, and were more likely to share the information with friends.
Dashboard and Sharing
Dashboard
Once finished, users were asked to give first thoughts on the dashboard and if this is something they would share. Users liked the information presented but thought the hierarchy was unhelpful. The benefits the users get from signing up are below the fold, making it impossible to see unless they scroll. Moving the benefits up and pulling users in with what they just signed up for would better insure they look through the site more
Sharing
When it comes to sharing - users were a little hesitant. They all had different ways they liked to share information online and Juno does a good job of covering different methods
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People said they would mostly share person-to-person
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The older the user the more likely they would would text or email it to a friend.​
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The younger the user the more likely they would share it more broadly on social media
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People wanted to see success first
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Users were hesitant to share a financial tool with others until they knew it worked and could save. They felt responsible for any issues.​
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When asked what would get them to share more:
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People said they were more likely to share if enticed within the campaign flow.
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User's mentioned "copy links are everywhere". They "wouldn't notice" just a url link.​
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The sharing copy did not inform users that more people signing up equals lower rates.
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Flushing out WHAT users get from sharing is important. ​
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If they could earn something for sharing, mote users said they would.
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Recommended Solutions
Add share to the user flow
I recommend adding share within the users campaign flow would call more attention and give the user an action to perform right away. It also allows you to tell the user why they should share, where as a link just looks like a link.
Final Thoughts
The site was overall very effective, beautiful, and need just small tweaks. After visiting the site while writing this case study, I could see they had implemented quite a bit of what we spoke about. Including:​
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A Still Text Homepage
2. Clear and empty Text fields
3. A Progress Bar
4. A drop down menu for graduation year
6. Ending the signup with a friendly video
5. More flushed out share options
