Transforming Ideas into User-Centric Solutions | Amir H Aghdam

Reimagining the Future of Microsoft 365 Learning

Role

  • User Experience Researcher
  • User Experience Designer

Responsibilities

  • Qualitative Research
  • Qualitative Data Analysis
  • User Interviews
  • Sketching
  • Wireframing
  • Prototyping

Tools

  • Delve Tool
  • Excel
  • Figma
  • Miro
  • Mural
  • Usability Testing

I designed three game-changing tools to empower M365 Excel users for a transformative experience!

In a digital world flooded with Microsoft training options, there's a significant gap in understanding the experiences of low-confidence users navigating tools like Excel, Word, and PowerPoint within the M365 ecosystem. Despite resources like Support.Microsoft.com and in-app tutorials, these individuals feel lost and seek clarity. This project dives deep into their stories, challenges, and interactions to unveil insights that will shape tailored solutions and empower their learning journey within Microsoft's suite.

The task at hand is to reimagine the M365 user learning experience, crafting applications and in-app tutorials that optimize skill development and user satisfaction. This involves understanding user needs, designing intuitive interfaces, and balancing functionality with usability to revolutionize how users engage with M365 tools.

How might we effectively construct and present M365 applications and in-app tutorials for young working professionals (YWPs) and mid-age working professionals (MWPs) to provide the best user experience and expertise development?

The M365 project transforms the Excel user experience by addressing three key pain points:

  • Navigation and Usability: The Excel Suggestion Tool streamlines workflow by suggesting functions and formulas, reducing search time and enhancing productivity.
  • Excel Adaptation: The External Tutorials Tool simplifies adaptation to updates with accessible tutorials, boosting productivity and reducing frustration.
  • Discoverability: Mutopia (AI Assistance) Tool enhances search efficiency by providing relevant information without the need for specific keywords, empowering users to navigate Excel confidently.

Research Questions

●       How does it contribute to their career journey as well as their professional goals?

●       Do these users use the tutorials? If not, what type of learning procedure do they undergo?

●       If a user doesn't use the M365 training modules, what other venues do they explore for the learning process? 

●       What is their general familiarity with Office-related software?

●       What personas define M365 users who might be potential consumers of these training resources?

●       What are their preferred learning styles?

●       What is the relation between their demographic information and how they consume this training?

●       What learning factors contribute to their confidence?

●       How can we empower users and build confidence in the skills they gain?

Research and Design Process

Double Diamond Design Process

Discover, Define, Develop, and Deliver.

Qualitative Data Analysis

Coding, Categorizing, and Theming.

Qualitative Research

8 M365 User Interviews: 4 High and 4 Low Confidence

Secondary Research

Critical Synthesis Literature Review

User Interview Data Analysis

User Pain Points

Navigation and Usability

  • Finding and using specific functions in Excel can be challenging for users.
  • Formula creation often leads to frustration due to complexity.
  • Users face challenges locating mathematical icons within Excel.

Excel Adaptation

  • Users struggle with frequent Excel updates, requiring constant research.
  • In-app tutorials lack diversity and are complex, leading to frustration.
  • User quotes highlight challenges of keeping up with updates and research.

Discoverability

  • Difficulty finding information in Microsoft documentation without prior knowledge of specific keywords.
  • Challenges in searching for the right keywords without prior familiarity with the topic.

Secondary Research Findings

Critical Synthesis Literature Review

Users prefer seeking help on YouTube over utilizing in-app tutorials.

Lack of familiarity with Excel features and formulas hinders effective information retrieval.

Users seek streamlined access to information within Excel.

Users prioritize quick, concise instructional content over user comments on tutorial videos.

Users' decision to engage with tutorials is influenced by their length.

Leveraging platforms like YouTube can enhance user learning experiences.

Integrating AI as a personalized educator can improve user engagement and learning efficiency.

AI-driven support can cater to the preferences of digital learners.

Offering diverse tutorial formats and AI-driven support can empower users effectively.

Robust learning resources are vital for boosting M365 users' productivity.

Personas

Young Working Professionals (YWPs)

Occupation

IE Manager

Age

35

Education

MS Industrial Engineering

Experience

10

About Amy

  • I work as an Industrial Engineering Manager at an aerospace manufacturing in Seattle
  • Describe myself as a somewhat confident user

Pain points

  • Navigating through Excel and Word tabs is not easy
  • Frequent updates make her confused
  • Doesn’t know what keywords to search for
  • Formatting has been always a big challenge
  • Dependent on others’ help and tutorials to solve my challenges regarding M365 applications

Learning Styles

  • Social and Interpersonal (Preference)
  • Solitary and Intrapersonal
  • Read: Short Articles (Preference)
  • Visual: YouTube

Concerns

  • Risk of having nobody to solve Excel and Word issues
  • Risk of not finding the answer promptly
  • Risk of being under crunch

M365 Skills

  • Excel: Using it most of the time for coarcting and analyzing data
  • PowerPoint: To present projects 
  • Outlook: For work communications 
  • Google Doc: To autocorrect grammatical errors 

Goals

  • To be able to use better keywords to search more effectively
  • To be independent in solving my challenges related to M365 applications
  • To be able to describe myself as a confident user

“Maybe creating more tabs making [Excel] easier for the people to find what they want.”

Mid-Age Working Professionals (MWPs)

Occupation

Software Developer

Age

25

Education

MS Software Development

Experience

48

About Amy

  • I’m a senior manager at a tech company in Seattle
  • Describe myself as a confident user until it comes to creating difficult formulas in Excel

Pain points

  • Searching the right keywords is challenging
  • Updates cause me not to find functions easily
  • Formatting formulas is a hassle when they’re wrong
  • Excel help is not user-friendly

Learning Styles

  • Solitary and Intrapersonal (Preference)
  • Social and Interpersonal
  • Visual: YouTube (Preference)
  • Read: Short Articles

Concerns

  • Risk of not finding the best possible answers via search
  • Risk of not remembering where things are after applications are updated
  • Risk of being under crush at work
  • Risk of having nobody to solve Excel issues

M365 Skills

  • Excel: Using it most of the time for collecting and analyzing data
  • Word: Using it to write report drafts
  • Outlook: Using it for communication

Goals

  • To be independent solving difficult formulas
  • To learn how to better search using right keywords
  • To be able to describe myself as a confident user when dealing with difficult problems using Excel

“Maybe creating more tabs making [Excel] easier for the people to find what they want.”

User Journey Map

Design Recommendations

 

Accessibility and Usability

User pain Points

Design Recommendation

Excel Suggestion Tool

  • Streamlines workflow by suggesting relevant functions or formulas.

  • Reduces time spent searching for specific functionalities.

  • Enhances productivity by simplifying complex tasks.

  • Promotes a smoother user experience with timely assistance.

 

Excel Adaptation

User pain Points

Design Recommendation

External Tutorials Tool

  • Streamlines workflow by suggesting relevant functions or formulas.

  • Reduces time spent searching for specific functionalities.

  • Enhances productivity by simplifying complex tasks.

  • Promotes a smoother user experience with timely assistance.

 

Discoverability

User pain Points

Design Recommendation

Mutopia (AI Assistance) Tool

  • Utilizes AI assistance to provide relevant information without the need for specific keywords.

  • Improves search efficiency by understanding user intent and context.

  • Reduces user frustration by offering relevant suggestions and guidance.

Ideation: Mind Mapping

In the ideation phase, solutions for M365 users are being prioritized, with a focus on features like AI (Mutopia), Excel Suggestions, and Tutorials. Tasks such as applying SUM formulas in Excel are aimed to be simplified, aiming to enhance the user experience for all. The goal is to ensure that professionals of all ages are empowered with top-notch expertise development.

User Flow

Design Snippets

Travel

Low-Fidelity Prototyping

Mutopia (AI)

Users engage interacting (text, voice) with Mutopia to be guided through their activity.

Excel Suggestions

Users presented by Excel suggestions based on their activities.

Tutorials

Users have access to Excel in-app and external tutorials e.g. YouTube

Usability Testing Report

Taskes

What Worked Well
Navigation Accuracy
100%
Findability Accuracy
100%
Wayfinding Accarcy
100%
Intuitive Appeal
100%
Clarity
100%
Mutopia (AI) Conversation Flow
66%

Clarity

What Didn't Work Well
SCM Accronym Vaguness
66%
Tutorial Audio Icon
33%
Lack of Instruction for Featuers
33%

Featuers

Most Helpful, Easiest & Unique Features
Mutopia (AI)
66%
Mutopia (AI)
66%
Excel Suggestions
33%

Key Iterations

Enhancing Accessibility

Introducing Purpose-Driven Features

Purpose-driven features, such as Mutopia, Excel Suggestions, and Tutorials, have been introduced to provide users with a clearer understanding of their functionalities.

WO IntroW Intro

Visual Clarity for Accessibility

Elevating User Experience with Visual Logos

By replacing acronyms with recognizable logos, such as SMC for Microsoft log, this update aims to enhance clarity and accessibility.

AcrLogo

Streamlining Selection: Tag Pickers

Efficient Selection and User Control with Tag Pickers

Certain features, including Mutopia, Excel Suggestions, and Tutorials, have been introduced with purpose, aiming to provide users with a clearer understanding of their functionalities.

No Tag PickerTag Picker

High-Fidelity Prototyping

Mutopia (AI)

Users engage interacting (text, voice) with Mutopia to be guided through their activity.

Excel Suggestions

Users presented by Excel suggestions based on their activities.

Tutorials

Users have access to Excel in-app and external tutorials e.g. YouTube

Final Product Demo

Conclusion

In my pursuit to redesign the Microsoft 365 (M365) User Learning Experience, particularly for users with lower confidence levels, I encountered significant challenges in navigating the intricate features of applications like Excel. These obstacles were notably daunting and frustrating for individuals lacking confidence, underscoring the pressing need for tailored training methods. My solution, comprising Mutopia, Excel Suggestions, and Tutorials, underscored an AI-centric approach aimed at addressing the specific needs of users with lower confidence levels. Central to this strategy was the advancement of Natural Language Processing (NLP).

 

To effectively cater to the training needs of users with lower confidence levels, I proposed further enhancing NLP capabilities and seamlessly integrating them with AI. This strategic initiative enabled users to intuitively engage with AI, facilitating a step-by-step learning process and mastery of various tasks within M365 applications.

 

Inspired by the principles of just-in-time learning, my approach positioned users as active participants in their learning journey. This transformative strategy, fueled by AI and advanced NLP, empowered users and enabled Microsoft to bridge the gap between M365 application success and user engagement, ultimately fostering a more seamless and enriching learning experience.