Due to confidentiality agreements, I will substitute or not disclose certain case study information.
CHALLENGE
The company was working towards a new release for a software solution that would be the first design update since the 2005 release.
As researchers, our goal was to evaluate the usability, design tolerance, common interactions, and pain points for the current system and the new prototype designs.
USER RESEARCH
Optimizing the agent experience in a client management system.
THE APPROACH
Usability Testing
MY ROLE
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Wrote discussion guide & created backup prototype for testing
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Recruited & coordinated participant appointments
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Role playing for study
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Write usability report
RESULTS
Recommendations that led to usability improvements in design
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Role Playing & Documentation
During testing, I assumed a persona for a role playing exercise with each participant, and then I took observation notes once this segment in testing was complete. Notes were compiled from all observers and then organized for findings and recommendations.
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Synthesizing Findings & Writing the Report
After the studies were complete, I executed the following tasks:
1. Worked with lead researcher to compile data
2. Made recommendations based on observations
3. Created first draft of usability report
4. Edited second draft of usability report
Gathering Requirements & Crafting Discussion Guide
I worked with a senior UX researcher to gather requirements, determine appropriate testing methods, and identify goals with key stakeholders and the UX designer on this product.
I reviewed testing goals, refined the scenarios for tasks, created the personas for role playing scenarios, coordinated participant appointments with the company, and wrote the discussion guide.
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