Next up was the testing phase. We subjected our designs to rigorous user testing involving interactive prototypes, moderated usability tests, and meticulous session planning. What did we learn? Users were overwhelmingly in favor of the flow that displayed a full menu of follow-up options right upfront (flow #1).
Design System Component Redesign
The journey didn't end with testing. We went back to the drawing board to iterate on our designs, revisiting every design component, refining our copy, and customizing the options that would appear based on the status of each item.
Below, you'll see an example of how refactoring the message component saved over 140px in height. This may sound like a small change, but turns out to be huge when considered the limited screen height of a customers device.