User Interviews
User Experience Researcher | November 2022
How do we begin foundational UX Research to help our stakeholders understand how our users interact with their product?
Overview
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Our UX Team, pioneering the field as the first researchers dedicated to understanding the navigation patterns of this product's current users, we recognized that while the product functioned adequately, insight into user sentiment remained elusive.
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To address this gap, we opted for a direct engagement strategy, conducting in-person sessions with users to observe firsthand their product navigation and uncover potential challenges, even those unbeknownst to them.
The Research Process
01
Provide a Research Plan
Conduct stakeholder interviews to discuss our product and create a research overview so our stakeholders can understand how we plan to implement this study into a tangible outcome. Outline UX Research objectives, step-by-step process, and a breakdown on the research methodology.
02
Conduct User Interviews
Recruit a variety of users based on three types of primary users and how frequently they are using Feature Request.
03
Synthesizing User Interviews -
Affinity Mapping
Once our User Interviews were complete, we transcribed user recordings and assigned sticky notes to each participant.
​Organized participants' responses by research objectives and gained insights based on identifying common pain points, wants, needs, and desires.
04
Data Analysis & Reporting
Categorized users' biggest pain points into three themes that align with the research objectives.
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Key insights found throughout synthesis are provided in order of priority based on the number of users experiencing a similar issue and how it has effected their interaction when using our product.
Each finding provides an explanation of the insight and is provided with a key recommendation.
UX Research Outcome
Based on our key findings, we integrated the key insights from our Discovery Report into a new roadmap that highlighted preventing our users from navigating 'workarounds' in order to accomplish their tasks.
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Product 2.0 was developed and allows our users to:
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- Filter how they search notifications and templates
- Send out an update that will be viewed from the top of the page
- Archive and clone previous notifications and drafts
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Our finished product has provided the ability to view either an enhanced version of, or we have implemented these tools to create a more user-friendly experience.
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These design changes are listed below.
01 View Notifications & Drafts
Filter, search, and view all notifications and drafts with ability to resume, clone, edit category, delete notification, or create new notification.
03 Resume Draft
Find all of your drafts in one place and be able to either resume, clone, edit category, or delete.
05 Archive Notifications
Archiving a notification allows you to keep without needing to clone. Allows users to review or clone.
02 Templates
By clicking 'New Notification' you are taken to a new page that allows you to search for templates by category, subject, sender, and use them at your disposal.
04 Clone Notification
Cloning a notification means you can copy a notification, sent or from drafts, and create a new one with the same template.
06 Add Update
Allows user to add an update to a previously sent notification to product users.
Thank you :)
Thank you so much for following my research process and learning how I have been able to provide impact to JPMC internal products throughout my time at The Firm.
If you want to learn more, please do not hesitate to reach out via email or Linkedin.
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Much appreciated!