Case Studies

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remote usability study

Goals A popular crowdfunding platform wanted to target a potential new use case in the hopes of gaining new users. They were specifically interested in users who gave to people or causes that they had no previous relationship with or affiliation to.

Solutions We selected a cross of users who had a history of giving, both on the crowdfunding platform and via other tools. We selected a diverse group of users spanning across income, gender and ethnic identity, geography and age. We conducted a series of remote interviews, querying users on their philanthropic habits and preferences.

Results We identified improvements based on task analysis learnings. We learned how users donate, the flexibility needed, as well as information that will enhance their experience and minimize pain-points. These findings enabled client to grow and diversify their current user base.

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participatory design session

Goals A travel itinerary/trip planning platform sought to achieve a better understanding of how users shared travel plans with colleagues, families and friends. We were tasked with interpreting the patterns of common pain-points throughout the sharing and collaboration process as a means of defining recommendations.

Solutions We gathered a panel of frequent business travelers whom we asked to annotate a travel itinerary, including elements and functions that they felt added toward efficiency and productivity, as well as "keeping people in the loop."

Results Our participants helped us to understand that no two shares are alike and that they preferred to share using the tools of their choice. To avoid inadvertently sharing sensitive information, we established an 80% use case to take the guess work out of what others were seeing. Additionally we enabled cross-platform sharing so travel plans could be shared via the users' tool of choice.

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Remote Prototype Testing

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Goals The same travel app stakeholders wanted to take our research several steps further to confirm our hypothesis: Travelers want to share itineraries with connections outside the app environment, using the tools of their choice.

Solutions Our findings from the design session (above) informed the design of our prototype which we tested remotely with a collection of 12 frequent business travelers, testing three new share/collaboration functions.  

Results We validated usefulness in addition to terminology, layout and visual design. The actionable results immediately translated into a new feature, as well as modifications in the pre-existing information design. We highlighted the areas that were delightful and suggested elements to enhance this further. The app went onto being the most frequently downloaded travel app, beating out its primary competitor.