Introduction
Project overview
Based on a precision facial recognition scan that maps the unique terrain of your face, Smith Optics utilizes cutting-edge 3D printing technology to create goggles with an ultra-custom fit.
Smith Optics Imprint 3D customers need a tool that allows them to ask questions regarding common errors so that they can make the necessary corrections and complete the 3D imprint process.
User goals
Smith Optics Imprint 3D customers need a way to quickly and efficiently ask questions regarding assumed errors so that they can make the necessary corrections to the scan, if needed and continue their purchase.
June 2024
Interaction Design
Research
Prototyping
Usability
Heuristic Evaluations
Initial testing and evaluation of the app and the facial scanning technology identified many issues and pain points. I found the following usability heuristics to be the most prominent issues with users during testing.
Error prevention - “Help” option provided no insights to the user on what could be done differently to improve their facial scan
Flexibility and efficiency of use - Users found placing their face within the oval frame was difficult at certain stages of the facial scan process
Help users recognize/recover from errors - “Review/Rescan” gave users no reference or direction on how to properly identify any issues or reason for the user to re-start to facial scanning process
Competitive Analysis
Competitive analysis
After research and review of the following competitors, it was determined that Smith’s Imprint 3d goggles and face scanning application was the first to the market with this technology for custom fit goggles.
User testing & feedback
For this project, we had 6 users complete the facial scan & then we conducted an interview with each person. Common feedback included: inadequate user control, inconsistencies between features, and a lack of error prevention.
User did not know if the initial scan of their face is correct or viable for the product to be as advertised
Scan did not present data so that user can understand what it is that they are looking at
66% of users were not confident that the Imprint 3D technology was reliable or accurately scanning their face
100% of users found “Help” option during review of their scan to be of no use, or no help at all
Solution
After conducting the competitive analysis and researching possible solutions, a chatbot seems like the most efficient option. With the advancements in AI and chat GPT, we could easily create a bot that was able to answer simple prompts and questions and guide the user to the information they need.
High-fidelity mockups
Version 1
Through wire framing and creation of a UI toolkit utilizing existing Smith brand styles to create a cohesive experience and extension of the site I completed the high-fidelity designs of chatbot assistant.
Version 2
After having several user test the chatbot, the feedback was to utilize the existing help button for the chatbot assistant. This was the most practical solution for the user to initiate the chatbot function.
Next steps
Continue user testing with new in-app purchasing flow
include a prompt to guide users to complete their purchase
Work with developers to build app for iPhone and Android users and to create AI scripts that will identify user questions regarding facial scanning issues or concerns