Current Integration Process
In order to understand the problem, I first needed to learn how the app integration process is currently preformed. I interviewed members of the Partner Engagement team so that I could get a better understanding of how apps are integrated into the VIDAA ecosystem. Based on my conversations, I mapped out the process as it currently exists.
First I created a flow for the “ideal” integration as it was explained:

Every time the line of action crosses from the partner to the user and vice versa it creates a communication delay. Some crossings take longer than others, such as the time taken for partners to develop their app and make changes to files, but an average of 5 days was the number chosen by our stakeholders for measuring KPI’s.
However, reality is far from “ideal”. In addition to the interviews, I obtained email chains between the Partner Engagement team and partners documenting the integration process. After revewing these, I mapped out a flow that more closely resembled reality:

A more typical user flow involves a large amount of back and forth communication about the process and error correction, drastically increasing integration time.
With a more realistic flow, “Clarification Loops” presented themselves- areas where either confusion regarding technical specifications or problems with file uploads would create multiple extra emails, often causing significant delays.
User Interviews
I used the information collected from the Partner Engagement Team as a foundation for survey questions for the group of users that I had gathered. I asked questions to gather both quantitative and qualitative data on their experience using VIDAA’s app integration process and asked them to compare it to their experience with other platforms.
Key Findings:
• ALL Users Expressed frustration at the number of emails involved in the app integration process
• 5 Users Complained that VIDAA’s integration process takes significantly longer than other companies
• 4 Users Mentioned that the technical documentation sent with the initial instructional email was insufficient
• 2 Users Said that the testing results were unclear or lead to confusion
• 2 Users Requested the ability to view app status and metrics once their app is live
• 1 User Commented that managing multiple apps was extremely difficult