Consolidate Research

The team has conducted significant qualitative user research from multiple sources over the past two years. However, there was no well-structured team to advocate and analyze the research finding. And without analysis, the cross-functional team is unsure or overwhelmed about the information and where to start for improvement.

This research aims to summarize the consolidated overview of the various research findings; each designer can provide the detail of user needs, and the cross-functional team can leverage the discovery to break down the work for better prioritization; these insights and recommendations can serve as a guide for enhancing the platform for both clients and employees.

Research Process

Synthesize

The other two designers and I divided the work by research methodologies at the start of the research. I was researching and synthesizing to create a User Journey Map, and the other two were working on Pain Points and Personas.

I highlighted the text on the transcript, took notes, and structured it into a user journey map, which included the essential steps, pain points, opportunities, and tools while watching the recording.

Research indicates that external users require clarification on the registration and password reset process, and the registration information affects the administrator’s approval.

Based on our synthesis results, we decided to align the format, so I transformed the journey map into a presentation format, incorporating who the users are, what their expectations are, where the touchpoint in the platform is, and what they are doing, thinking, and feeling.

Find Patterns & Simplify Themes

We received feedback from design team members after our first round of synthesis and learned that we could simplify the pain points from the user journey map. As a result, we categorized the seven phases into four major themes: