Overview
Motor Vehicle Software Corporation (MVSC) is a fast-growing company nationally with an agile development approach and extensive experience operating across multiple states and now countries. As MVSC has grown, it’s become vital to inspire employees to maintain the company’s culture and values, thus ensuring the preservation of consistent, high quality service at each location.
Role
UX Researcher
Client
Responsibilities
- Research
- Project Brief
- Content Strategy
- Information Architecture
- Wireframes
- Presentation Deck
Process
First, we identified direct and indirect stakeholders for our product. We then conducted several stakeholder interviews to understand documentation procedures and gain insight as to how we could help automate aspects of their business that they were having trouble managing.
Research
Based on user interviews, we discovered areas that could be addressed via an intranet service. I proposed a survey focused on five areas that would help provide additional data, and assist me and my colleagues in selecting the right vendors, identifying web platform features, and placing the project in motion.
| Background Questions | Daily Tasks Questions |
|---|---|
| Tell me a little background on your job. | What are the most enjoyable parts of your job? |
| What department are you in? | Describe a typical workday |
| What is your role there? | What do you do when you first get into the office? |
| What traditional (analog) tools do you use to get work done? | What do you do next? |
| What digital tools or devices do you use to get work done? | Walk me through how you do one of these first tasks. |
| Where do any of your tools fall short? | What activities are most important to your success? |
| What doesn’t it do that you need it to do? | What activities take up most of your time? |
| Daily Tasks Questions | Pain Points Identification |
|---|---|
| What are the most enjoyable parts of your job? Describe a typical workday. | What are you responsible for in your job? |
| What do you do when you first get into the office? | How do you define success in your job? |
| How long does this task typically take? What would you do next? | What associations or networks do you belong to? |
| What activities are most important to your success? Where would you start? | What skills are you required to do for your job? |
| What activities take up most of your time? | How do you get information related to your role in the company? |
| Communication & Collaboration Ease | |
|---|---|
| Besides customers, who else do you interact with while doing your work? | |
| Who do you report to? | |
| Who reports to you? | |
| How often do you collaborate with others? | |
| How do you collaborate? | |
| Out of the things you do during a typical day, what processes have you developed on your own? |
Personas
We identified several user scenarios that corresponded to each area of the survey, and used data from human resources to analyze the company staff directory to find commonalities in age, educational background, job role, and work style, whether at the office, working from home, or “on the go.” The next step was to look at the organization as a whole, then, based on that research, create direct and indirect user personas.
Canvas
Using a card sorting technique, I identified the areas that can be further discussed with stakeholders.
Information Architecture
Analyzing the overall infrastructure of the organization, we worked on an intranet information architecture.
Selecting the Vendor
I researched more than twenty vendors that provided intranet solutions that were cloud-based or installed locally. Knowing that different levels of customization would require more heavy lifting than was desired, we found a reasonable compromise in Axero, which offered most of the features we were looking for, as well as a wide variety of predesigned templates.
At the proof of concept presentation, I referenced Axero, and discussed its design and software capabilities.
Identifying Project Roles
Identifying and laying out goals for the project educated and excited my colleagues, and prepared them for the commitment to complete it as planned.
Presenting Visual Concept
Based on the sketches, several concepts were presented and discussed during a meeting, as well as the development timeline, vendors, project roles, key performance indicators, and more.
Next Step
My goal for the project was completed. I had conducted well-rounded research regarding the intranet service, and its potential for the company. I was then able to identify the intranet's primary and secondary features based on research-based user scenarios, create an information architecture, and give a realistic picture of the implementation timeline and estimated costs for not only the initial project, but its operational maintenance as well. This research led to my colleague’s promotion into a cultural ambassador role, where she is now actively pursuing the vision to improve and sustain company culture across operations in multiple states and countries.
