VAIRKKO Form Builder
VAIRKKO Forms Cloud is a web-based, fully-mobile online forms solution. It allows users to create an unlimited number of custom forms, questions and answers while even collecting hand written staff signatures on forms. Create workflow/routing rules to determine which management members should receive/be notified of newly submitted forms.
Overview
iForms, a core feature within the VAIRKKO platform, enables admins to build and manage custom digital forms used across various workflows. This project aimed to evaluate the usability of the existing iForms tool and identify key friction points that were preventing users from efficiently creating and organizing forms. Through targeted usability testing, we set out to uncover pain points in the beta experience and prioritize the most critical improvements for the next design iteration—focusing on streamlining form creation, reducing confusion, and enhancing overall workflow clarity for admin users.
Problem
The original iForms experience posed significant challenges for admin users tasked with building and managing complex forms. The process was unintuitive—requiring users to configure form settings before adding questions—and navigating between separate sections like pick lists, question banks, and settings led to a fragmented workflow. Additionally, features such as “Manage Sections” and a lack of real-time feedback (e.g., no preview or auto-save) disrupted momentum and caused user frustration. Usability testing confirmed these issues, with admins reporting confusion, inefficiency, and a steep learning curve. These insights highlighted a critical need to reimagine the iForms experience from the ground up, with a focus on intuitive workflows, clearer navigation, and scalable functionality that could evolve over multiple design phases.
How might we…
Make the form-building process in iForms more intuitive and flexible, so that admins can create, organize, and manage complex forms without unnecessary friction or confusion?
The process
At VAIRKKO, our product design approach is grounded in the Double Diamond framework and informed by Lean UX principles, allowing us to move efficiently from insight to impact. Across all projects—including the redesign of the iForms experience—we follow the key phases of Discovery, Definition, Ideation, and Implementation. This process helps us deeply understand user pain points, align with cross-functional teams, explore a range of possible solutions, and deliver focused, validated improvements. By integrating continuous feedback loops and rapid iteration, we ensure that our solutions are both user-centered and adaptable to the evolving needs of our platform and users.
Where We Started
When I joined VAIRKKO as the first UX/UI designer, the iForms tool had already been developed by engineers without any user research or design input. While it met basic functional requirements, the user experience was fragmented and unintuitive. Admins were forced to build forms piece by piece—adding sections and questions one at a time, each through separate steps. There was no cohesive view of the completed form within the builder itself; the only way to see the final version was to access it from the employee-facing side of the platform. This meant that any mistakes or misplacements weren’t visible during the creation process, making editing frustrating and error-prone. Key features were buried across multiple tabs, and the overall flow lacked flexibility, slowing down even simple form-building tasks. To address these issues, I conducted targeted user interviews to uncover the biggest friction points, better understand admin workflows, and measure task success within the existing tool. These insights formed the foundation for a multi-phase redesign focused on clarity, efficiency, and real-time feedback.