Project
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Overview
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How can we ensure a seamless user experience for both our current and
new users with the new homepage?
A usability report that was shared among the cross-functional team.
Info
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Moderated & Unmoderated Usability Testing, Interview, Survey
UX Researcher
2 weeks
1 Researcher (me)
2 UX Designers
1 Engineer
1 Project Manager
1. A product plan informed by research
2. Deeper user empathy within the cross-functional team
Timeline
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Unpacking the problem
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The project began with a rather ambiguous request: 'Can you arrange a few testing sessions before we revamp the homepage in three weeks?' I scheduled stakeholder interviews to understand what the team wanted to learn and what assumptions they were making about the new homepage.
Research Question
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How effectively can existing users ask questions using the new homepage?
How effectively can existing users review their
Help team be more data-driven
Scoping, planning, recruiting
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Considering the cross-country scope of our research in Hong Kong and Taiwan, I chose using mixed-methods approach consisting of unmoderated & moderated usability testing, surveys, and interviews to obtain user insights.
I recruited 30 users (27 from HK and 3 from TW) via in-app notification to test our hypotheses focused on existing users. I also included 5 TW students (non-users) to gain insight into how they interact with the new homepage.
Method
HK- Unmoderated usability testing
TW- Moderated usability testing & Interview
All- Survey
Task
1. Ask a math question
2. Select specific tutor
3. Check available question token
4. Review purchase plan
Tool
Maze - provide success rates, time taken, and heat maps
to give team more usability context
Miro - synthesize research findings
Figma - high-fidelity wireframes
Pilot Testing
007
Before the research sessions, I sent the unmoderated testing link to six colleagues - three UXers and three non-UX professionals - to identify any potential confusion in the
tasks and survey.
Analyzing Data
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By combining data from interviews, surveys, and click data collected by Maze, I used affinity diagramming to quickly uncover crucial insights.
Sharing
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After analyzing and synthesizing the findings, I converted them into actionable design recommendations, making it easier for my team to grasp the key takeaways from the research. Here are a few example slides that I've shared with them:
Impacting the team
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In a cross-functional world, researchers are no longer just methodology experts but discovery guides, enabling everyone to hear the voice of the users.
Design recommendations
I proposed four design recommendations and they were all accepted and implemented. These design changes have made a significant impact on the experience of over 200,000+ students who use the new home page.
Help team be more data-driven
In our product meetings, designers and engineers reference the misclick rate. Numbers can be a powerful tool in telling the story of the user experience and helping stakeholders visualize the impact of their work.
What I've Learned
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Knowing what research tools to use is a crucial skill, especially for unmoderated testing. These tools offer vital context that compensates for the absence of in-person observation.
UXR multiplies team learning about users. Since stakeholders have limited time, lightweight methods like displaying user quotes in meeting rooms can give them a taste of the research process.
My report resulted in design changes, but I'm uncertain of its impact on stakeholders. To measure impact, I'll ask stakeholders how quickly they make decisions after receiving an insight.
Including my design reasoning, research influence, and user impact would help track my progress and provide context for future team members.
What's It Like Working With Me
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