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User Interviews
​User Experience Researcher | January 2023
How do we learn how important it is for our users to implement 'In Discovery' into the user's timeline?
Overview
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We found that our Product Owners were experiencing difficulty in managing expectations for Requestors due to the product not having the proper functionality to organize and accurately update Requestors on their process.
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UX Research helped our team improve our product by identifying a lack of clarity for both of our primary users.
This led to Requestors feeling frustrated with the lack of clarity on the inability to track the progress of their request.
The Research Process
01
Provide a Research Plan
Explained background information to our stakeholders. Outlined UX Research objectives, developed a step-by-step process, and provided a breakdown on the determined research methodology.
02
Conduct User Interviews
Conducted 1:1 user interviews with our three primary types of users (Product Owners, Delegates, and Requestors) based on how frequently they use our product.
03
Synthesize User Interviews
Organized data based on type of user. Created an affinity map that allowed us to identify major themes based on user pain points, wants, needs / desires that aligned with our initial research objectives.
04
Data Analysis & Reporting
Categorized users' biggest pain points into three themes that aligned with our research objectives.
Key insights provided are in order of priority based on the number of users experiencing similar issues and how it has effected their interaction with our product.
Each finding provides a breakdown of how we gathered that insight, including quotes from our users, and is provided with a key recommendation
UX Research Outcome
To improve the user experience, we have integrated the key findings into a roadmap that focuses on integrating 'In Discovery' into the Product Owner Dashboard's timeline. This will allow Product Owners and Delegates to update Requestors on their current request's progress, providing a more transparent and efficient process.
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CSAT Scores increased by 12% after the implementation of 'In Discovery'.
Before
Product Owner can move 'In Review Requests' to 'Reviewed Requests.' Product Owners are not able to convey an update on the request to their Requestor within the platform.
After
Product Owners can provide update to Requestor on whether or not their team can move their request into Discovery.