Worked with stakeholders to define the problem space and decide what aspects of the overall experience is in an out of scope for this research. Established clear timelines based on the project team's needs and the scope of this research. Project was scoped to focus on employee experience with obtaining signatures from clients.

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Problem Statement:

• Discover how a specific group of employees use the current system to accomplish the task of saving and adding metadata to documents. Understand what works well and what doesn't work well in the current process so positive aspects can be added and issues can be corrected by the new design.  ​

Define project background, business objectives, research objectives, timeline, and specific questions to ask participants during the study. Work with design, product, and development stakeholders to validate the information in the test plan and ensure the stakeholder's key questions are addressed.

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Business objectives:

• Identify strengths and weaknesses of the current system

• Identify opportunities that are either changes to current features or new features that could be included in the new system that would address challenges users faced with the old system

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Research objectives:

• Understand how efficient / inefficient it is to use the current system

• Identify things that work well in the current system

• Identify pain points with the current system

• Identify how often users use the system and how it fits into the context of their overall day / month
• Identify how many documents uses pass through the system when they use it

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Study type:

• 1:1 end user interviews

Recruited 12 participants through established internal recruiting process.

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Participant demographics:

• Representation from the 3 business lines that will be in the pilot

• Mix of new vs. tenured employees

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After participants were identified I reached out to them to determine if they were willing to participate and schedule a time to meet.  

Met with participants 1:1 to learn about their experience using the system to upload and retrieve documents.

Interviewed participant about their frequency of use, how using the system fits into the context of their day, and how they feel about the system overall.

Then had participants share their screen and walk me through the process of using the system. Questions about challenges, positive moments and efficiency were asked during the walk through.

Used online white boarding tool (Mural) to consolidate and organize information learned during the discovery interviews. 

Identified strengths and weaknesses with the current system. Also identified important features, features that needed to be changed, or new features that need to be include in the new system to create an intuitive user experience.

Created slide deck and Confluence page to convey key learnings from the research to the stakeholders and decision makers. Multiple versions of the slide deck were created to convey information to different levels of stakeholders, e.g. Platform leaders vs immediate project team

Presented findings to stakeholders while allowing room for discussion of each key finding. Utilizing this method enables stakeholders to build a shared understanding of the finding and if it is an issue they agree should be addressed commit to a specific owner and timeframe to address the issue. 

Met with design team to carry findings forward when design decisions were made by acting as the voice of the user in design meetings.

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Track progress towards rectifying issues by following up with the owner to check in about the status. 

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Start planning the validation test for the design of the replacement system.