TL;DR:

I conducted extensive qualitative and quantitative research to discover pain points, create user archetypes, and prioritize opportunities to optimize an international engineering corporation’s internal tools and systems.

Goal:

Our project's aim was to uncover employee's key motivations and pain points when utilizing internal tools and systems in order to solve those issues to create a more connected, cohesive employee experience.

Process:

Following a typical double-diamond research approach, we started with qualitative interviews, validated those findings at scale, and used the survey to categorize users and prioritize pain points with the CIO.

QUAL INTERVIEWS

My team and I began by creating a series of tailored interview guides, first for stakeholders and then followed by users—primarily software engineers and their managers.

I interviewed engineering employees across North America, Latin America, India, and Europe!

GLOBAL SURVEY 

Informed by our qualitative investigation, we worked with data scientists to develop a quantitative survey to validate our findings at scale.

The survey was created in Qualtrics and sent to engineers and engineering managers across the client's organization. After gathering over 2,300 responses from employees around the world, we analyzed the survey responses to generate insights and prioritize users’ pain points and tasks. 

QUANT ARCHETYPES

I also spearheaded the effort to derive data-driven user archetypes from the survey results. By collaborating with our senior data scientist to elicit patterns, I created 4 divergent employee archetypes to guide the future-state designs of the intranet.

EXECUTIVE PRIORITIZATION

I then synthesized the information analyzed by the data science team it into several prioritization charts and presented them in collaborative a prioritization session with the client's CIO:

Outcomes:

Our insights were well-received by the client's CIO and other C-Suite executives, and they used this framework to inform their company-wide efforts to streamline their internal tools, systems, and processes.

Most importantly, this work impressed our client's parent organization, a large Japanese corporation—and led to a continuation of the project and even more revenue!