Dates
April - May 2022
Role
Co-researcher
Full-time employee
Tools
Microsoft Teams, UserTesting.com, Miro, Adobe XD
Populations size
2
Methods
Contextual inquiry, Google analytics review, usability test, System Usability Scale (SUS), thematic analysis
Team
Tyler Henderson, UX Researcher
Neha Katri, UX Designer
Laura Jones, UX Designer
Dasa Jayabalan, UX Designer
Joe Hackler, Product Owner
1
The Problem
The product owner for a financial accounting web application needed more information about user complaints before addressing them.
2
My Approach
Another researcher and I conducted contextual inquiries and a Google analytics review together and found an issue that was making it difficult for users to collect over $400,000. We then conducted a usability test with a UX designer’s prototyping help.
3
Impact: Product
The UX designer incorporated research results into a design solutions and developers implemented it. The product updates saved the company $400,000.
4
Impact: UX Maturity
After this project, the product owner began speaking highly of UX research to product owners, which lead to an increase in UX research popularity across the company
“Wow!!!!! This was nowhere on my radar of wish list items. This is a great discovery. I just need to keep sending you guys in, and who knows what else will be discovered!”
- Joe Hackler, Product Owner
Deliverables and Storytelling
Below are a few examples of final deliverables for my product team, as well as tools I used for data storytelling.
I used the comic strip to communicate findings to a large group of UX designers who were unfamiliar with the product.
My Reflections
While the lo-fi journey map was very useful to the UX designers on my team, I later I took a course through NN/g about journey maps. My journey map knowledge and experience have since improved and I have gone on to create several journey maps for other projects.