Curiosity + Communication + Creativity + Teamwork

Aaron Hall – UX Researcher & Designer

Implementation Project

Project Goals

icon of a target representing goals

  •  
  • Identify issues
  • Make improvement recommendations
  • Create best-in-class onboarding experience
  • Leave customers with a positive experience
  • Decrease implementation time

Challenges

icon of a person behind a hurdle

  • Making sure everyone had a voice
  • Scheduling work sessions
  • Keeping people on task

Team

Icon representing a team of people

  • Customer Experience
  • Customer Trainer
  • Data collection and setup
  • Customers
  • UX Researcher (me)

Result

Presented findings and recommendation to management and project was put on backlog

Steps

1

Team kickoff meeting

2

Research

  • Co-hosted Journey Mapping work sessions to discover the current process
  • Brainstorming sessions
  • Competitive Analysis
  • Examine Customer feedback
  • Conducted customer interviews

3

Analyzed journey mapping session information, created artifact, and shared with the team.

The Journey Map sessions revealed

  1. Customers not responding promptly
  2. There not being a centralized contact person at the customer’s institution
  3. A single person internally was responsible for most of the process, which included setting up account logins and dealing with the back-in-forth manual process.

4

We built a list of recently implemented customers, wrote interview questions, and sent out recruitment emails.

Interview Questions:

    • Why did you purchase NI Software?
    • What were you hoping the software would accomplish?
    • Has the software lived up to your expectations? Why or why not?
    • How involved were you in the following phases of the implementation process?
    • First Contact phase – Can you tell us more about this?
    • Sales process phase – Can you tell us more about this?
    • Setup and information exchange phase – Can you tell us more about this?
    • Training phase – Can you tell us more about this?
  • How were the transitions from one phase to another?
  • How did you feel during the implementation process?
  • Would you recommend our company to your friends or colleagues based on the following:
    • The process overall. Y/N
    • The first time you interacted with our company. Y/N
    • The sales experience. Y/N
    • The setup and data exchange experience. Y/N
    • The training experience. Y/N
  • Was there adequate communication between your program/institution and our company during the implementation process?
  • How would you define our company’s brand?
  • What could we have done to excite you about your experience with our company?
  • Can you recall an experience you had with a product or website that was extremely positive? How about a negative experience?
  • What would you have changed about the implementation process?
  • What would you keep the same?
  • Were any aspects of the implementation process were overwhelming?

5

We interviewed customers followed by a short debrief

6

We reviewed interview notes, recordings, and  transcribed interview recordings, 

7

Developed and shared our recommendations for improving the process.

    1. To reduce customers and our data collection person’s overworked manual process by having the customer’s personnel create and set up their account as is common practice with services today.
    2. To inform them and their users through a Welcome webpage with a video and other content to introduce our company, help them set up their accounts, and what the next steps would be.

8

Created the Welcome user flow process

9

Create wireframes of Welcome page.

10

Presented findings and recommendation to management.