Google Doc for PM/UX persona findings(customer information redacted) >

Google Doc for support/CX/eng persona findings (customer information redacted)

Goal

To enhance the usability and efficiency of product workflows by identifying friction points across key user roles, including Product Managers (PMs), UX researchers, Customer Support, CX, and Engineering. These studies aimed to uncover how users diagnose problems, optimize performance, and leverage product insights to drive business decisions.

Approach

I conducted two in-depth usability studies focusing on different user groups:

1. Support, CX, and Engineering Study

   • Investigated how these roles identify and resolve user issues.

   • Analyzed how teams assess problem impact and escalate issues effectively.

2. PM & UX Study

   • Examined how product and UX professionals diagnose user drop-offs and performance bottlenecks.

   • Evaluated how they navigate between quantitative and qualitative data to make informed decisions.

Both studies leveraged moderated usability testing, real-world scenarios, and qualitative insights to understand user workflows.

My Role

As the lead UX researcher, I was responsible for:

• Study Design: Defining key research questions and structuring usability tests.

• Data Collection & Analysis: Observing user behaviors, synthesizing insights, and identifying patterns.

• Stakeholder Collaboration: Partnering with cross-functional teams to align research findings with strategic goals.

• Reporting & Impact: Presenting findings to leadership and driving ideation workshops to shape product improvements.

Process

• User Recruitment: Engaged participants across different roles, including experienced users and non-users for comparative insights.

• Scenario-Based Testing: Designed real-world problem-solving tasks, such as debugging checkout flow issues or identifying support tickets.

• Qualitative & Quantitative Analysis: Mapped user workflows, evaluated navigation struggles, and identified key areas of confusion.

• Ideation Workshops: Facilitated cross-functional sessions to generate actionable product improvements.

Key Findings & Impact

Support, CX, & Engineering Study

1. Navigation Gaps: Users struggled to locate relevant sessions and understand error reports.

   • Impact: Led to a redesign of the navigation structure and search functionalities.

2. Confusion Around "Errors": Non-technical users misunderstood error reporting, leading to misinterpretations.

   • Impact: Resulted in clearer tooltips and contextual definitions.

3. Difficulties in Assessing Issue Scope: Users found it challenging to determine how widespread a problem was.

   • Impact: Inspired the development of an “Impact Analysis” feature within session replay.

PM & UX Study

1. Diagnosing Drop-Offs was Inefficient

   • Users relied heavily on session replays instead of analytical tools, slowing insights.

   • Impact: Prompted efforts to integrate more proactive insights into the workflow.

2. Challenges in Switching Between Quant & Qual Data

   • Users found it difficult to move from broad metrics to session-specific insights.

   • Impact: Led to discussions on a seamless data exploration pathway.

3. Navigation Complexity Resulted in Inefficiencies

   • Users struggled to find relevant features quickly.

   • Impact: Inspired UX improvements and potential machine-learning-driven recommendations.

Next Steps & Strategic Impact

• Redesign navigation and search experiences to improve discoverability and efficiency.

• Enhance integrations between session replay and analytics tools to streamline workflows.

• Develop proactive insights and impact assessment features to reduce reliance on manual investigation.

• Improve terminology clarity and UI guidance to make the platform more intuitive for non-technical users.

These research initiatives played a critical role in shaping long-term product development, ensuring alignment with real user needs across multiple functional areas.

Google Doc for PM/UX persona findings(customer information redacted) >

Google Doc for support/CX/eng persona findings (customer information redacted)