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


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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.

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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

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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.