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Above the Clouds

Remote Unmoderated Study for [Area A]
Partnered with senior researcher to create a screener and test for a remote unmoderated study.

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We put together an overview with our findings and recommendations, then reviewed this with the designer who quickly made the adjustments.

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We tested again and there was a moderate increase in user satisfaction scores.

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Field Study | Customer Service Agents in [Area B]
We did not have immediate access to airline agents for the timeline we were on so I went onsite to a nearby call center for hospitality solutions because the goals, context, and environment were similar for our target user. 

 

I took notes on my observations about the office environment to capture broader context of the work being done.

 

I was introduced to an agent who walked me through her workflows, pain points, and workarounds. I did some observations of other agents who answered any clarifying questions.

APPROACH 

[AREA A]

  1. Remote Unmoderated study
     

[AREA B]

  1. Conducted a Field Study to gather task information and understand customer service agent (contact center) needs

  2. Stakeholder survey

  3. Focus Groups

RESULTS

[AREA A]

  1. Recommendations that led to usability improvements in design

  2. Moderate increase in user satisfaction scores
     

[AREA B]

User insights and design drivers that shaped product requirements for the next MVP release​

MY ROLE

[AREA A]

  1. Worked with sr researcher to write the screener, test, and conduct the study.
     

[AREA B]

  1. Visited call center, documented findings from agent walkthrough and contextual observations

  2. Synthesized & shared findings with team

  3. Wrote Stakeholder survey to gather insights from domain experts

  4. Supported Sr UX Researcher in conducting Focus Groups through preparation and documentation

CHALLENGE
The company was transforming a large enterprise software solution suite for airlines, beginning with addressing some of the more significant usability challenges in [area A] and [area B]. 

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Before beginning any design or development work for [area B] solution, the UX Research design team needed to better understand the problem space in the current state.

USER RESEARCH

Improving the agent experience of an airline workspace solution

Patterns in Observations

  • Most agents had a great deal of patience and positivity, especially when helping frustrated customers.
     

  • Needed to very quickly access caller information to provide quality customer service.
     

  • Customer satisfaction and speed were their top priorities in each call.

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Focus Group
Once our senior researcher was able to secure approval and funding recruit reservation agents, I helped to prepare and document insights from the session.

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Stakeholder Survey
To gather more user insights, I created a stakeholder survey which was sent to domain experts who are very familiar with the problem space and agent experience.

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Overlaid field study notes with stakeholder survey findings. 

Common Themes

  • Agents use a virtual notepad for copy/pasting numbers into select fields of the solution
     

  • Agents need to know or be able to quickly find information to answer questions on complex rules
     

  •  Success is measured by speed and CSAT scores

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© 2023 Lauren Parr. Made with Wix.

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