Goals
The primary goal was to provide comprehensive support to an external UX researcher, enabling them to gain a thorough understanding of our user journey, customer demographics, and internal stakeholder pain points. This research aimed to identify and prioritize areas for improvement in the user experience; and provide actionable insights for enhancing customer satisfaction and engagement.
My Role
I played a crucial role in facilitating the UX research process, ensuring the researcher had the necessary resources and data. My responsibilities included:
- Data Provision & Preparation:
- Compiled and provided relevant past research, demographic data, and internal documentation to the UX researcher.
- Participant Identification & Recruitment:
- Identified and selected appropriate customers for interviews, based on the researcher’s criteria.
- Utilized the User Interviews platform to recruit qualified and diverse participants for the research study.
- Interview Coordination & Execution:
- Scheduled and conducted interviews with customers, research participants, SUS participants, and internal stakeholders.
- Data Synthesis & Organization:
- Inputted and organized research data, including interview transcripts and past research, into UserBit for efficient analysis and trend identification.
- Stakeholder Liaison:
- Acted as a bridge between the researcher and internal stakeholders, ensuring clear communication and collaboration.
Execution
My support provided the UX researcher with the necessary data and insights to develop comprehensive user personas, map user journeys, and identify critical pain points. This groundwork enabled the creation of actionable recommendations for improving the user experience.
- Data Organization in UserBit: I meticulously organized interview transcripts and research data in UserBit, allowing for efficient analysis and trend identification.
- Participant Recruitment via User Interviews: I leveraged the User Interviews platform to recruit a diverse pool of participants, ensuring the research reflected a broad range of user perspectives.
Results
The research findings directly informed the development of targeted projects aimed at addressing key user pain points. This data-driven approach allowed the team to prioritize improvements and allocate resources effectively, leading to a more streamlined and user-centric experience.