Portfolio

Goal

Further investigate previous user research findings, including the general usability and desirability of the user interface for Primary Users, both new to and experienced with the product. Reports furnished upon request.

Planning & Recruitment

By collaborating with stakeholders and reviewing the platform, a series of user research studies were outlined. A previous micro-study I conducted informed the study design: mixed methods user research involving multi-phase usability testing over a 4-week period:

• Phase 1 reflected the findings of the initial Micro-Study and Session 1 of the Extended Research.
• Phase 2 reflected the Extended Research findings in totality; the discovery micro-study and Sessions 1-5.

Longitudinal testing focused on variables impacting user engagement, preferences regarding the layout and iconography of the current design and users’ perceptions of the product offering.

11 users participated; they were externally recruited by myself or part of an internal sample recruited by stakeholders.

Progress was systematically reported to stakeholders via Slack, email, Loom, and weekly syncs.

Key Findings:

• Users reported redundancies in platform content and, at times, negatively perceived the iconography employed throughout the interface.
• UX copy and content throughout the user interface did not meet users needs/expectations.
• Confusion about the product offering and operability of certain features was common in this user sample.
• Throughout the user interface, task closure failed to be facilitated at crucial points in the user journey due to the layout and lack of instructional language/design.

Data Analysis & Outcomes

• Thematic Categorization of Feedback: Session recordings/transcriptions, quantitative survey data and Moderator notes were uploaded to the UXR platform Condens. All data was tagged/grouped by theme to isolate trends in user feedback. Though each session focused on different aspects of the Primary User journey, longitudinal questions revealed trends in user behaviors and attitudes over time. This approach simultaneously encouraged granular feedback and produced high-level insights
• Research Insights & Recommendations: For each phase of the study, insights revealed by trends in user data, the evidence that supports them (e.g video clips), and recommendations to mitigate users’ pain points were compiled into Research Reports and summarized with a corresponding Case Study Slide Deck.
• Continued Engagement: The actionable findings reported prompted the product team to develop additional research paths that led to positive shifts in their team’s attitude toward user research as well as the optimization of the product plan based on user feedback.