UX Establishment & Internal Research

UX Establishment & Internal Research

Userforge Lucid Chart Hotjar

Since joining as the company's first and only UX Designer, it was clear that there are a lot of things that needed to be established from inner operations right through to adopting a User Centered Approach. This is a broad overview of how I go about doing generative research to discover more about the users & clients as well as any shortcomings in the new platform that the company is developing

  • User Interviews & Usability Sessions,
  • Stakeholders & Project Management Interviews,
  • User Journeys & Persona Mapping,
  • Passive Client/User Feedback,
  • UX Audit & General Platform Standardization,

I like completing the steps, as mentioned above, especially to get a holistic view of one's product. This is also a very effective way to discover a lot of frustrations and inefficiencies. Ideal way to generate ideas on how to improve your product.

User Interviews & Usability Sessions

User Interviews

I've mentioned this before and I probably might bring it up a few more times but as the first UX-er at our company, things can be very challenging but it can also be seen as a complete open canvas. So when it comes to user interviews, I like to have a kick off meeting to get a general idea of what the general feeling is regarding the product. I have to admit, I am very lucky due to the fact that we are developing a product in-house and I have actual user, in-house at my disposal, to interview whenever I want.

Usability Sessions

Usability sessions are also a great way to discover issues and inefficiencies within the product. When you are developing a product, a lot of assumptions are made, especially when it comes to how developers think the users will/want to interact with the product. These test are great to get back to basics with the intuitiveness of our products.

see a typical usability test for the Availability Checker Usability Test.

Stakeholders & Project Manager Interviews

The idea of conducting stakeholder & project management interviews, at least from my perspective, is to get mutual understanding between me and the relevant stakeholders. This usually gives me a great idea where their minds are and what the stakeholders needs & expectations are.

Things I typically want to get from these meetings:

  • Business requirements,
  • Established business processes,
  • Any feedback regarding customer needs & frustrations,
  • Upcoming features or direction for the company or platform,
  • Any area in which I can apply myself

My typical stakeholder interview questions:

User Journeys & Persona Mapping

Another important thing that I focused on, since joining the team, was to define the daily journey of some of the on-site users. This user journey provides me with some great insights and enables me to not only know how the users go about their daily work, but I discovered more about the tools that they use and also the systems that some of them created to improve their effectiveness.

A day in the life of some of our users
Why I use personas

Personas, how controversial they sometimes seem, definitely has value. I've created a couple of personas as time passed but my main goal was to get a holistic view of a typical persona's pain points, hindrances and challenges. Qualitative data like this always provides great insight into features that can be improved or even features that need to be developed. This is also a way to track progress and achievements within the company. The more pain points and hindrances you manage to solve, the better the product becomes.

Passive Client/User Feedback

I made a decision very early on, to pursue HOTJAR's platform and one of the first things I did was to integrate with our system. The passive feedback is something that I've implemented in an attempt to capture more feedback from the users seeing that it's very quick and easy to use the tool. You can potentially miss out on a lot of feedback if you are expecting your users to send you a mail every time they encounter an issue or hindrance.

This has proven to be very valuable and the participation from the team members have been great. Numerous bugs and inefficiencies were discovered this way and the team's received a lot of suggestions and ideas through this tool

UX Audit & Platform Standardization

I not only do UX in our team but I also apply myself in one of my strengths which is UI / visual design. When it comes to our product, I aim for consistency and I need to ensure that we abide to the basic UI standards and keep with the trend. This is something that I've baked into my process, allocated time spent on building a style guide for our product and to improve where we still lack.