Refreshing an Outdated File Upload Experience
Discuss
Discuss is a global B2B qualitative research platform where users can plan, conduct, and analyze their market research. Projects in Discuss typically involve using in-platform tools to conduct video interviews and gather insights from the recordings.
I redesigned the platform's file upload feature to improve compatibility with a newly introduced user workflow. This was critical for meeting customer demand and unlocking additional revenue.
Discuss is a global B2B qualitative research platform where users can plan, conduct, and analyze their market research. Projects in Discuss typically involve using in-platform tools to conduct video interviews and gather insights from the recordings.
I redesigned the platform's file upload feature to improve compatibility with a newly introduced user workflow. This was critical for meeting customer demand and unlocking additional revenue.
My Role
Product Designer
Team
Bryan Kai, SWE
Timeline
8 weeks in Fall 2024
Context
Context
Fresh demand for off-platform uploads
In addition to conducting interviews within Discuss, users can upload interview recording files from "off-platform." Interest in this option had been stagnant until we launched Genie Summaries, a GenAI tool capable of summarizing interview recordings stored in Discuss. Extracting insights—which used to take researchers days—could now be done in minutes.
This reignited demand for off-platform uploads, with several customers planning to start projects that solely contained uploaded recordings. One customer mentioned uploading "hundreds of hours" of video for Genie to summarize.
In addition to conducting interviews within Discuss, users can upload interview recording files from "off-platform." Interest in this option had been stagnant until we launched Genie Summaries, a GenAI tool capable of summarizing interview recordings stored in Discuss. Extracting insights—which used to take researchers days—could now be done in minutes.
This reignited demand for off-platform uploads, with several customers planning to start projects that solely contained uploaded recordings. One customer mentioned uploading "hundreds of hours" of video for Genie to summarize.
Problem
An outdated flow unfit for the job
As it stood, our off-platform upload feature was not optimized for this new summarization workflow. It was originally built around two technical requirements that were now major bottlenecks:
As it stood, our off-platform upload feature was not optimized for this new summarization workflow. It was originally built around two technical requirements that were now major bottlenecks:
One file at a time
One file at a time
Users are restricted from uploading multiple files at once and instead must repeat the upload flow one file at a time
Users are restricted from uploading multiple files at once and instead must repeat the upload flow one file at a time
Strict filetype requirements
Strict filetype requirements
Video files must be .MP4 format and under 10 GB in size to be uploaded into a project
Video files must be .MP4 format and under 10 GB in size to be uploaded into a project
If we wanted to capitalize on the surge in customer demand and deliver a seamless all-in-one research platform experience, these issues needed to be resolved.
If we wanted to capitalize on the surge in customer demand and deliver a seamless all-in-one research platform experience, these issues needed to be resolved.
Discovery
Finding direction in ambiguity
The only starting requirement I had for my redesign was to add support for multi-file uploads and additional filetypes. Because of how open-ended this was, I did some groundwork to establish additional direction for myself.
By conducting a heuristic evaluation of the existing flow and interviewing internal stakeholders about previous customer complaints, I uncovered several additional problem areas that I wanted to address in my redesign.
The only starting requirement I had for my redesign was to add support for multi-file uploads and additional filetypes. Because of how open-ended this was, I did some groundwork to establish additional direction for myself.
By conducting a heuristic evaluation of the existing flow and interviewing internal stakeholders about previous customer complaints, I uncovered several additional problem areas that I wanted to address in my redesign.
Diagnosing the issue(s)
These problem areas stemmed from a failure to follow one of three key usability heuristics:
These problem areas stemmed from a failure to follow one of three key usability heuristics:
Recognition Rather Than Recall
Recognition Rather Than Recall
Minimize the user's memory load by making elements, actions, and options visible.
Minimize the user's memory load by making elements, actions, and options visible.
Flexibility and Efficiency of Use
Flexibility and Efficiency of Use
Systems should be flexible enough to allow users to complete a given task using a variety of methods.
Systems should be flexible enough to allow users to complete a given task using a variety of methods.
Visibility of System Status
Visibility of System Status
Always keep users informed about what is going on, through appropriate feedback within a reasonable amount of time.
Always keep users informed about what is going on, through appropriate feedback within a reasonable amount of time.
I used these heuristics as north star principles to guide my decisions throughout my redesign efforts, ensuring that the solutions I proposed would address the actual root of the problems.
I used these heuristics as north star principles to guide my decisions throughout my redesign efforts, ensuring that the solutions I proposed would address the actual root of the problems.
Highlights
Highlights
A shiny, new Upload Flow
Aside from adding support for multi-file uploads and more filetypes, my delivered redesign made major improvements to several other aspects of the upload experience.
Aside from adding support for multi-file uploads and more filetypes, my delivered redesign made major improvements to several other aspects of the upload experience.
Flexibility and Efficiency of Use
Streamlined Process
By collaborating with Engineering, I optimized parts of the flow with high friction and eliminated redundancy, such as within the language selection process.
By collaborating with Engineering, I optimized parts of the flow with high friction and eliminated redundancy, such as within the language selection process.
Recognition Rather Than Recall
New Entry Point
No more sifting through multiple menus and dropdowns in order to start an upload. An additional flow entry point allows users to upload off-platform research directly from their project home page.
No more sifting through multiple menus and dropdowns in order to start an upload. An additional flow entry point allows users to upload off-platform research directly from their project home page.
Flexibility and Efficiency of Use
Multi-Tasking Support
Instead of waiting idly during uploads, users can now open their project in a new tab to continue working. This minimizes disruptions to user workflows—especially important for lengthier bulk uploads.
Instead of waiting idly during uploads, users can now open their project in a new tab to continue working. This minimizes disruptions to user workflows—especially important for lengthier bulk uploads.
Visibility of System Status
Improved Visual Feedback
Adding appropriate system feedback for actions and errors informs users of what to expect and what their next steps should be.
Adding appropriate system feedback for actions and errors informs users of what to expect and what their next steps should be.
Outcomes
Outcomes
Speedier start times
I conducted guerilla usability tests to compare my redesigned flow against the old flow and found huge time improvements.
I conducted guerilla usability tests to compare my redesigned flow against the old flow and found huge time improvements.
60%
60%
60%
less clicks required to start an upload (from 9 clicks to 3 clicks)
less clicks required to upload a recording
(from 9 clicks to 3 clicks)
85%
85%
85%
shorter average task completion time (when starting an upload for two files)
shorter average task completion time
(when starting an upload for two files)
More off-platform uploads
I left Discuss before I could see my designs implemented, but a former colleague was kind enough to share the following metrics collected 1 month after launch.
I left Discuss before I could see my designs implemented, but a former colleague was kind enough to share the following metrics collected 1 month after launch.
137%
137%
137%
increase in off-platform videos uploaded across Discuss
increase in off-platform videos uploaded across Discuss
47%
47%
47%
increase in projects containing off-platform uploads across Discuss
increase in projects containing off-platform uploads across Discuss
Reflection
Takeaways
I faced several challenges at the beginning of this project, such as starting with ambiguous requirements and being unable to meet with Engineering for a majority of my ideation phase. I was able to successfully navigate these hurdles by…
I faced several challenges at the beginning of this project, such as starting with ambiguous requirements and being unable to meet with Engineering for a majority of my ideation phase. I was able to successfully navigate these hurdles by…
Evaluating the problem space
Evaluating the problem space
Conducting initial discovery work helped me uncover additional usability issues and established north star principles to guide my subsequent design work.
Conducting initial discovery work helped me uncover additional usability issues and established north star principles to guide my subsequent design work.
Acknowledging assumptions accordingly
Acknowledging assumptions accordingly
I often had to design under technical assumptions that couldn't be verified until later. By preparing multiple solutions for each design problem with a "good, better, best" approach, I was able to pivot faster when inevitably faced with new technical or product constraints.
I often had to design under technical assumptions that couldn't be verified until later. By preparing multiple solutions for each design problem with a "good, better, best" approach, I was able to pivot faster when inevitably faced with new technical or product constraints.
If I had more time…
I'd want to dig deeper into the increases seen for off-platform uploads. Specifically, how many of those uploads were made by customers with Genie subscriptions and without. I'd also like to see if the redesign led to an increase in Genie subscription conversions.
Additionally, conducting a formal usability benchmark test or Net Promoter Score survey for both the old design and my redesign would have helped in further evaluating the impact of my work.
I'd want to dig deeper into the increases seen for off-platform uploads. Specifically, how many of those uploads were done by customers with Genie subscriptions and without. I'd also like to see if the launch of the redesign led to more Genie subscription conversions.
I also wish that I had the foresight and resources to have gathered more data on the old and new upload flows. Being able to compare the results of an official usability benchmark test or customer satisfaction from a Net Promoter Score survey would have been a great way to further evaluate the impact of my work.
Deliverables
Deliverables
Page Redesigns
High-Fidelity Prototypes
Annotated Design Specs
