Role
Staff User Researcher
Challenge Statement
How might we make it easier for internal operations teams to build diverse and complex content moderation interfaces on their own with existing internal tools so they can perform their work more efficiently and with greater confidence?
Approach
Partnered with product design to host a 3-hour workshop with project XFN to: (1) Understand the problem space, what is already known about the customer groups, what is assumed and what is unknown, then draft an initial human-centered problem statement and (2) Engage the team in live sketching to brainstorm potential solutions. --> Including these two components meant that, with limited research resources and a short timeline, data collection could focus both on building our understanding of the customers and problem to solve as well as on gathering early signals on potential solutions
Leveraged professional partnerships built over time to recruit internal staff representing a diverse cross-segment of customers from different operations teams across integrity then conduct a series of 1-hour individual interviews in which project XFN were invited to observe
Conducted rapid thematic analysis to develop a self-service product strategy brief (including a reframed problem statement, behavior-based audience profiles, knowledge, belief and behavior goals for any new features) and evaluate feedback from concept testing
Hosted an interactive report-out of findings focused on clear actionable insights for the direct project team, related teams, and integrity leadership invested in this effort
Impact
The development of behavior-based audience profiles that were beneficial not only to this specific effort, but to other teams working on improving internal-facing integrity tools for non-engineers.
A clear self-service product strategy for design and engineering to follow going into the next half, ensuring alignment on a long term vision and more specific short term goals.
Large amounts of internal resources saved by not building out complex new features when in fact, the most simple and easy to build solutions tested the best.
More globally, this project served as an example for how other product teams can continue to shift internal products towards self-service so non-engineers can achieve their goals faster.
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