Understanding How to Improve and Enhance the User Experience and the Customer Journey

The Importance of Research

The key to every effective user experience will always start with the audience that stands to benefit from the effort. Research comes in many forms but ultimately helps define the role of each persona.

As an effective UX researcher for many years, I’ve developed many solutions and research strategies and have been recognized as a leading solutions provider at many organizations.

  • Design Thinking SME for multiple oranizations, performing workshops and training webinars for the past decade
  • Certified LUMA Facilitator, 2023
  • Created the Preferred Client Profile to improve alignment and effort of team
  • Created GapAssist Digital Collaboration Transformation app
  • Created Aprimo RM6 Revenue Marketing Assessment app
  • Defined personas for multiple teams
  • Created framework for Employee Engagement scoring
  • Created Mobile Everything initiative to eliminate context switching and provide a single point of access for employee productivity tools

Fuel smarter design decisions with fast, focused insights

Research Pays

Making Everything Mobile

Mobile Everything refers to the initiatives organizations are undertaking to improve operations, integration, development and delivery via mobile-focused solutions. App integration also maximizes automation opportunities, improving efficiencies.

Solutions include operational or employee-focused enterprise mobile applications— both internal and external— that are used by employees every day to complete tasks.

For a mobile strategy to address user needs, a thorough understanding of application users was essential– goals, challenges, motivations, needs, demographics, interests, behaviors and any unique identifiers that could impact the overall experience.

User research informed strategic decisions, creating a user-centric employee journey. While there were many methods, processes, and tools available to build user-friendly mobile apps, developing user personas was one of the most effective ways to gather insight into the target audience.

Research Findings

  • An average of 15 seconds— as often as 10 times a day— is spent context switching (discovered through employee interviews)
  • That adds up to 2.5 minutes a day... for an average of 300 days every single year
  • That’s 12.5 hours of potential time savings per employee/year
  • At 24,000 employees, that works out to 300,000 hours/year!

24,000

employees

Work Force
3 Roles

Leaders, FTEs, contractors

User Personas
300,000

hours/year

Time Savings
$23.4

million/year

Cost Avoidance