Making customer experience self-service
Understanding current ways that customer experience teams design workflows for and action on customer feedback in order to enable self-administration that reflects users’ needs.
Role: user experience research
Collaborators: Niveen Sayeed, Mike Mohageg
Timeline: August 2017—July 2019
ROLE
In addition to establishing research processes with Niveen Sayeed and Mike Mohageg, I worked on a variety of technical projects. While I can’t share much in detail, some projects included improving text analytics, managing and viewing closed-loop feedback and alerts management, designing foundations for Medallia customers to easily manage and access their feedback systems, and supporting work on Medallia’s artificial intelligence.
I also was on the founding core team of Medallia.org.
RESEARCH ACTIVITIES
Some research activities included: qualitative interviews, concept and prototype testing, running and facilitating research at 2 of Medallia’s Experience conferences.
CONDUCTING RESEARCH
Conducting research for Medallia’s products looked like:
Generative interviews
Subject matter interviews
Card sorting
Concept testing / prototype testing
Project scoping
Honing in on research goals
Facilitating stakeholder collaboration in research efforts
Strategize cross-collaboration
Site visits
RESEARCH PROCESSES
When I joined Medallia, we were in the process of re-establishing a new research team. In order to create research process and advocate for research across the company, we:
Presented UX research to other stakeholders and leaders within Medallia
Created recruiting and outreach templates
Established user testing protocol
Designed research participation incentives
Recruited and conducted 40+ research sessions at Medallia Experience conferences
Created film “screenings” with snippets of insights from different research studies
Wrote and designed research guides with research best practices and standard processes
IMPACT
Relationship building efforts led to increased speed and quantity of studies, from 4 studies a year to 2 studies per month. The research team has grown, and many of the features we collaborated on are currently in implementation.
Medallia.org, initially an employee-led employee resource group that gave employees opportunities participate in philanthropic efforts, piloted our first “global week of giving” and hosted dozens of events for 2 years. We documented and created a case for formalizing this effort. The team is now led by Heather Jin.