Case Studies
About These Case Studies
As a UX researcher, a significant portion of my work is confidential. I have curated examples to showcase my work and keep my professional integrity. I have included a project that involved a survey and a usability study, each drawn from actual experiences with sensitive details removed.
Each case study will comprehensively outline every step of the process.
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Collaborate: Work closely with the team to define research needs, creating a comprehensive draft test plan.
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Plan: Develop and finalize test plans and questions, ensuring a smooth research process.
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Capture: Conduct research and collect data in alignment with the chosen methodology.
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Analysis: Thoroughly analyze the collected data, crafting a comprehensive report.
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Share: Deliver insights to the team, addressing questions and providing clear guidance for enhancing the user experience.
Accessibility Help Center Redesign
Survey - Step 1: Collaborate
Following a collaborative session with the team, I identified the challenge: They needed to determine what would be included in the website. They wanted to know what the employee preferences for an accessibility help site were. Recognizing the need for an attitudinal, quantitative, and noncontextual research methodology, I steered the project toward a survey.
Test Plan
The company envisions a comprehensive website promoting accessibility awareness, aiding project accessibility, and providing accessibility guidelines.
The goal is to instill accessibility awareness company-wide, replacing inconsistent, independently crafted pages with a centralized and uniform site.
Business Objectives: Aligning with EU laws, the company strives for enhanced accessibility, reflecting its commitment to inclusivity. This project prevents redundancy and centralizes accessibility efforts.
Research Objectives: Identify desired features for the new site and determine which features, present in prior iterations, should be excluded.
Scope: This research focuses on desired content for the new site. Future studies will address additional inquiries.
Methodology: Utilizing Forms for a company-wide survey, a mix of open and closed questions will ensure timely completion due to the large employee base.
Participants: The survey guarantees anonymity and targets all employees at "Our Company."
Metrics: Each question will be analyzed individually and correlated with participant demographics, particularly if they self-report any disability (specifics will not be asked).
Risks: Voluntary participation introduces the risk of low engagement.
Timeline:
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April 22nd: Finalize test questions
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April 26th: Program questions into Microsoft Forms; conduct a pilot survey
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April 29th: Launch the survey; send a mass email invitation
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May 2nd: Send reminder email
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May 6th: Close survey; initiate analysis
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May 10th: Share preliminary findings with the team
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May 13th: Send results to the team lead
Survey - Step 2: Plan
After planning the survey, I developed a draft set of questions. While the team reviewed them, I started working on an email to invite people to participate. I got the green light from our department director, the legal team, and the head of communications. After tweaking the questions, I entered them into Microsoft Forms. We did a trial run before sending the official email to everyone in the company.
Email Invite
Subject: Your Input Needed: Join Our Accessibility Survey and Make a Difference!
Body:
Dear [Recipient's Name],
Want to make a difference? This is your chance! At Our Company, we are committed to creating products and services that are accessible to everyone. Your opinion is crucial in helping us achieve this goal, and we invite you to participate in our Accessibility Survey.
Why Participate?
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Influence Change: Your feedback will directly impact the out accessibility website.
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Shape the Future: Help us create a more inclusive digital experience for all users.
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Quick and Easy: The survey takes only 10 minutes of your time.
Your Input is 100% Anonymous!
We want to assure you that your privacy is our top priority. This survey is entirely anonymous. Your candid feedback is invaluable in guiding our efforts to enhance accessibility for everyone.
How to Participate:
Simply click on the following link to access the survey: [Survey Link]
We look forward to hearing from you.
Thanks!
The UX Resource Group
Our Company
Test Questions
1) What best describes your job or role here at our company? (select one - list of 15) Accountant, Designer, Sales Associate, Product Manager, Business Analyst, IT, Developer, Leadership, HR, Receptionist, Administrative Assistant, Customer Service Representative, Marketing Specialist, Other , Prefer not to answer
2) How would you rate your knowledge of accessibility? (Scale) Expert, Advanced, Intermediate or Moderate, Beginner, None
3) Does accessibility play an active role in your job? (Yes or No)
4) Do you have any disability? (Yes or No) (Optional* Read privacy statement)
5) Which elements would you include from the options below on the Accessibility Site? (Select one - list of 17) Internet guidelines, Help desk, Help forms, Training based on your job, Advocacy campaigns, Technology request forms, 101 Courses, Accessibility examples, Design guidelines, Legal requirements based on location, Q and A, Everyday accessibility tips, Information on universal design, Help guidelines based on job type, Guide to terminology, Contact us, Other
6) What would you call the area to get assistance for yourself or someone else in getting digital accommodations? (Select one - list of 6) Help, Request services, Contact us, Additional information, Learn more, Other
7) What would you call the area to ask for assistance getting in-office accommodations? (Select one - list of 6) Help, Request services, Contact us, Additional information, Learn more
8) Are there elements that you think are missing from this list? (Open text)
9) Are there any other things you would like the team to know? (Open text)
Survey - Step 3: Capture
The survey was sent out and followed up by a reminder.
The survey ran for about one week. About 5 percent of the company responded to our survey, totaling approximately 150 responses total.
I determined that this was enough to make a thoughtful analysis, and I determined that I could create a report with actionable insights.
Forms Survey
Survey - Step 4: Analyze
After the survey closed and we received enough responses, I initiated the analysis phase. I examined each question individually and assessed whether disability influenced respondents' answers. I utilized both the built-in tools in Forms for analysis and reviewed the data in Excel.
I looked for tends and unexpected answers.
Raw Data
Survey - Step 5: Share
After completing the survey, I generated a report. This report was crafted to communicate the survey findings efficiently and provide actionable insights to stakeholders, including designers and decision-makers. I presented my work to the stakeholders and answered their questions.
The format of the report ensured that even someone not present at the meeting could comprehend its content.
Report
Travel Center Redesign
Usability - Step 1: Collaborate
A redesign of a corporate travel center was needed. The team had already determined what was required on the site but was unsure if the complicated flows they had designed would work.
I was brought into meetings with the team manager, designer, and business analyst. I determined that a usability test would be the best methodology to use.
Test Plan
History:
The team is tasked with revamping their international travel site, a critical platform for all company travel planning and bookings. The current system involves intricate processes, including cost analysis and compliance with international legal requirements.
Project Objectives:
Create a user-friendly version of the travel site accessible to all employees.
Users should be able to book travel with approved airlines.
Users should be able to fill out visa paperwork.
Users should be able to book hotel rooms.
Users should be able to change travel plans.
Research Objectives:
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Ensure functionality of pages/areas on the new usability site.
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Assess the flow of the new usability site for functionality.
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Identify and address any confusing areas.
User Groups:
Potentially any employee who is traveling for work with Our Company. The site should cater to experienced and inexperienced users, ensuring universal understanding and usability.
Participants:
Project leadership provided a list of recent travelers to the team. Emails will be sent out to those travelers looking for volunteers. Company mugs and hoodies will be used as the reward.
Methodology:
Remote, moderated usability tests will be used.
Tools:
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Figma for prototype development.
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Teams and its screen-sharing capabilities.
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Word and Excel for documentation as needed.
Timeline:
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Planning: Sept 3rd - 10th
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Draft Guide: Sept 16th
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Prototypes Finished: Sept 17th
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Finalized Guide Sept 19th
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Pilot Sept 20th
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Testing: Sept 23 - 26
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Analyze: Sept 27th - Oct 1st
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Draft Report: Oct - 4th
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Final Report: Oct 8th
Usability - Step 2: Plan
My goal during this phase was to ensure everything was ready to collect the data. I also wanted to involve my team in this process. I always request that some of the stakeholders sit in on some of the sessions, and I like to include them by asking them to be notetakers.
To prepare for the usability testing sessions, I created a moderator's guide, trained my notetakers, and sent out my recruiting emails. My goal was to secure 6 to 8 participants.
Email Invite
Subject: Help Shape Our Travel Site: Your Opinion Is Needed! 🌐✨
Dear [Employee's Name],
Our Company values the opinions and experiences of our employees, and we are reaching out to invite you to participate in a 45-minute usability study focused on our internal travel site.
Study Details:
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Topic: Our Company's Internal Travel Site
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Duration: 45 minutes
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Format: Remote session with a moderator
Your insights will play a crucial role in enhancing our travel site's functionality and user experience. By participating, you contribute to making it more user-friendly and efficient for all employees.
Participants will receive a small gift as a token of our gratitude for your time and valuable input.
If you're interested in taking part, please reply to this email or click [here] to choose a time slot that suits you. We have limited slots available, so don't miss this chance to have your voice heard!
Thank you for being essential to Our Company's continuous improvement efforts.
The UX Team
Usability - Step 3: Capture
My dedicated team of volunteer notetakers and I diligently gathered comprehensive notes, documenting each insightful moment from our usability sessions.
We carefully arranged most sessions in the mornings, with thoughtful exceptions made to accommodate participants across various time zones.
Forms
Hello, I'm Elysia, an independent design researcher. Joining me is Mary, my note-taker. Thank you for taking the time to speak with us; your insights are invaluable as we work on enhancing the travel site. Today, we'll be reviewing a prototype, so keep in mind that not everything may work perfectly. Please proceed as if you're encountering a bug. We'll ask a few questions and request you to complete tasks as if we weren't present. Share your thoughts aloud as you navigate, helping us understand your thought process. Your openness and honesty are appreciated; feel free to provide constructive feedback.
Before we start, are you okay with us recording today's session? It will only be used for this study. It will be deleted at the end.
Could you tell me a little bit about yourself? What is your role in the company?
How often do you travel for business?
Would you please click on the link below and share your screen?
[Link]
(landing page)
What are your first impressions of this page?
(Landing page)
Where would you click to request help with your travel plans?
Imagine you needed to book travel from Charlotte, NC to Santiago Chile, for one week. You will need to be there from February 20th through the 24th. Show me how you would do that.
If you had a magic wand, is there anything you would change about that process?
Imagine you needed to change your travel plans. You now need to travel from March 6th through the 10th. Show me how you would do that.
What are your thoughts about this page?
You need to get a visa to visit Chile; find out more about what you need to do to get a Visa.
Is there anything you would change about that process?
Imagine you needed to book a hotel room for you and 3 of your co-workers. Where would you go to do that?
Is there anything you would change about that process?
That is all for today.
Thank you for your time today! We appreciate your help.
We will send you a gift within a week.
Usability - Step 4: Analyze
After each session, I ensured I had dedicated time to meet with my note-takers while the sessions were still fresh in our minds.
We collaborated to consolidate our notes into a master spreadsheet, documenting both participant comments and behaviors. If we had questions, we reviewed the videos to ensure our observations were accurate.
Raw Data
Usability - Step 5: Share
After completing the spreadsheet, I created a report. This report was crafted to communicate the survey findings efficiently and provide actionable insights to stakeholders, including designers and decision-makers. I presented my work to the stakeholders and answered their questions.
I made sure to report what was going on, not to prescribe design changes. The format of the report ensured that even someone not present at the meeting could comprehend its content.
Report
User Profile Redesign
Card Sort - Step 1: Collaborate
The consultant group sought to enhance the user profile functionality on their job board website. The goal was to enable employees to discover new opportunities within the company and foster a platform for employees to learn more about each other.
Before crafting a new profile, they aimed to determine the optimal organization for their website. While they understood the profile's content requirements, the challenge lay in structuring the profile most effectively.
Test Plan
Card Sort Test Plan: Enhancing User Profile Functionality
Background:
The company is re-designing its profile website.
Research Objective:
This card sort aims to determine the optimal organization for the consultant group's job board website. The focus is enhancing user profile functionality to facilitate internal job discovery and promote employee interaction.
Participants:
We will recruit participants from the target user group, including current employees of the consultant group who actively use the job board website. Aim for a diverse group to capture varied perspectives. 15 participants will be included.
Methodologies:
An open card sort will be used. The elements the team plans to use will be made into cards, and the existing structure will be used as the categories. Twenty-five card sorts will be done. Each one will take about 20 minutes. Each will be moderated. The participants and moderator will use a digital whiteboard during a video call.
Procedure:
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Introduction (5 minutes):
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Welcome participants and provide a brief overview of the card sort.
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Explain the purpose: to gather insights on how users would prefer the information organized on the job board website.
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Clarify that there are no right or wrong answers.
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Card Sorting Activity (10 minutes):
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Distribute the cards with various profile elements and features.
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Ask participants to organize the cards into categories based on how they think the information should be structured.
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Encourage participants to think aloud and share their thought process.
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Closing (5 minutes):
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Thank the participants for their valuable input.
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Mention that their feedback will contribute to the enhancement of the job board website.
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Data Analysis:
The review will be done using an Excel document.
Timeline:
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Planning and Preparation: January 1
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Conducting Card Sort Sessions: January 15
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Data Analysis: January 24
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Report: January 30
Card Sort - Step 2: Plan
I wanted to ensure everything was prepared before I started the card sort and ensure we had enough participants scheduled. I sent out the invites as soon as possible.
Because this was a moderated card sort, due to limitations, I crafted a concise script to guide the participants through the sorting process.
Email Invite
Subject: We Want Your Feedback! Invitation to Participate in Card Sort
Dear [Participant's Name],
Our consultant group is enhancing the user profile functionality on our job board website, and we value your input in this crucial phase.
We are conducting a card sorting exercise to understand better how our users intuitively categorize and organize information. Your insights will help shape our website, ensuring it meets your needs.
Please click on this link to schedule a time that works for you.
Your participation is crucial, and we genuinely appreciate your time and input.
If you have any questions or concerns, feel free to reach out.
Thank you for being a valuable part of our improvement journey!
The UX Team
Guide
Hello and a warm welcome!
I'm Elysia, a design researcher, here to guide you. Your presence means a lot to us, and we appreciate your time.
Before we dive in, could you briefly share your role within the company? Also, are you familiar with our current profile site?
Today, your insights will be instrumental in organizing our site effectively.
Each card signifies an element, and each category represents a page. Please think allowed. Your vocalized thoughts will provide valuable insights into your decision-making process. Don't hesitate to seek clarification if needed.
Step One: Familiarize
Take a moment to review all the cards and categories. A quick overview will set the stage.
Step Two: Organize
Place the cards in categories that resonate with you. Your commentary during this step is invaluable.
Step Three: Review
Give the cards a final look, feel free to make adjustments, and let me know when you're done.
Once again, thank you for being with us today! Your contribution is highly valued.
Card Sort - Step 3: Capture
Each session took about half an hour. After each session, we recorded the notes into a spreadsheet to prepare for the analysis phase.
We made sure to capture the whiteboard in a screenshot as we went so as not to lose any data.
Cards
Pilot Participaint's Card Sort Results
Card Sort - Step 4: Analyze
Analyzing card sorting presents its unique challenges. Leveraging Excel, I found the likelihood of specific associations. By juxtaposing this data with the insightful comments users provided during the card sort, I crafted comprehensive recommendations.
This process combines quantitative and qualitative insights, enriching the depth of my findings.
Raw Data
Card Sort - Step 5: Share
In the final phase of this process, I compiled a report featuring actionable recommendations. Post-analysis, I crafted a document that conveyed the outcomes of the card sort and highlighted areas that warranted additional exploration.
This report serves as a comprehensive guide, ensuring the team understands the results of the Card Sort and can move forward with the redesign.
Report
