Upload component: partner implementation survey

Project description:

Upload component is a prebuilt digital experience for uploading documents. It can be added to other digital experiences to reduce development time and promote consistency for uploading documents across the organization.

Customers of this application are the employees that are adding the component into a specific digital experience.

Project impact:

Enabled product team to understand how their customers feel about working with them. Product team acted on the areas opportunity, based on research findings, to facilitate a better interaction with their customers.

Define the problem

Worked with stakeholders to define the problem space and decide what aspects of the overall experience is in an out of scope for this research. Established clear timelines based on the project team's needs and the scope of this research.

Problem Statement:

Understand the strengths and weaknesses of the component utilization process by gaining an understanding of how easy or difficult it is to add the 'Upload component' into a digital experience, from the product, UX and Developers that partner with the team that created the component to implement the component.

Create study plan

Define project background, business objectives, research objectives, timeline, and specific questions to ask participants during the study. Work with design, product, and development stakeholders to validate the information in the test plan and ensure the stakeholder's key questions are addressed.

Research objectives:

Determine the customer satisfaction score related to adding the component into the internal customer's digital experience.
Understand the factors that can make implementing the component difficult
Understand if and when customers use the documentation and the methods they use to find the documentation

Study type:

Survey

Recruit and run survey

Recruited 150 respondents through a list of contacts provided by the product team.

Participant demographics:

Role: Developers, Product, Agile, Designers, Content strategists, and Accessibility consultants
Worked on a project that integrated the upload component into an end user experience for the company

Participant contact method:

After participants were identified I reached out to them to determine if they were willing to participate in the study and provided the link to the survey. Individual personalized messages to each respondent increased the overall response rate.

Analyze data

Received 95 responses to the survey.

Used Qualtrics to analyze data.

Utilized top 2-box method to determine CSAT Score.

Exported open ended responses to Mural to group them and extract key themes

Create presentation

Created slide deck and Confluence page to convey key learnings from the research to the stakeholders and decision makers.

Present findings

Presented findings to stakeholders while allowing room for discussion of each key finding. Utilizing this method enables stakeholders to build a shared understanding of the finding and if it is an issue commit to a specific owner and timeframe to address the issue.

Follow-up

Met with design team to carry findings forward when design decisions were made by acting as the voice of the user in design meetings.

Track progress towards rectifying issues by following up with the owner to check in about the status.