MICROSOFT
UX research
Usability Testing
UX analysis
client
Microsoft Corporation, a well-recognized industry titan that is well-known across the globe, hardly needs an introduction. There are no hints; it's Microsoft themselves.
Challenge
Although Microsoft is a giant in global tech, they are always on the move to polish their numerous products to stay relevant and in demand. Even for enterprises with a massive team worldwide, the fresh eyes of external professionals can still bring a lot to the table. These outside insights can spark new ideas and pinpoint areas for potential improvement that are typically overlooked from an internal perspective. In our case, Microsoft reached out to use a fresh look at Xbox, Windows 10 & 11, Outlook, OneDrive, Office, and Microsoft Teams. Microsoft wanted to find a partner to give them the real talk on how these products can continue to evolve and excel.
Artefacts
Solution
In our collaboration, we have precisely defined the primary objectives—focusing on usability testing and improving user experience based on it. From the outset of our partnership, we seamlessly transitioned into in-depth research, comprehensive testing, and audits without missing a beat. The most suitable approach Microsoft products required was using state transition testing techniques, a powerful black box testing method to ensure that software behaves as expected.
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Discover
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explore
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test
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present
Taking cues from the user experience strategies of the competitors and leaning into the existing user journey of Microsoft’s products, we crafted detailed user experience improvement roadmaps for each product, one by one. For each product, we built concrete recommendations for improving certain aspects of the user experience, be it authorization processes or notification systems. And, in fact, we continue to build such recommendations for new and new products with which Microsoft trusts us.
Outlook
OneDrive - User flow audit
Result
Every single product we were trusted with was significantly refined. For us, a digital company with a strategy at the very core of our operations, refinement is always about quantifiable results, with Microsoft's case not being an exception. With Jett,
Microsoft improved Teams’ password recovery process, improving user satisfaction by 120%;
Microsft fixed a major Windows 11 personal account registration bug. As a result, user retention was improved by 180%;
Microsoft improved the consistency and user experience of the desktop and mobile versions of OneDrive by removing logical failures;
Microsoft fixed two major bugs within the Office app: improving their Sign Up/Sign In process and splash screens;
Microsoft optimized the registration process in Outlook as well as fixed several UI bugs after Jett’s testing usability testing.
Microsoft hit us up with two clear goals: they wanted to improve the user experience of their products and receive unbiased feedback from external specialists, from a team that understands how digital products work. And we are driven to achieve and exceed Microsoft’s objectives, pushing the boundaries of product excellence and making their products better.
