Role: UX Research Lead
Role: UX Research Lead
I created a video with a videographer showing what happens when parents send their child on an EF language trip. I conducted all the on-camera interviews, drew the storyboard, directed the editing changes, and pushed it live onto the product website:
Along with a designer and field expert, I also conducted an affinity diagramming workshop and a sales blueprint exercise with marketing, sales, and customer service representatives.
I can't disclose my findings for confidentiality reasons, but here's some of the outcomes and action items I took:
1. I created a customer journey diagram with eight stages that the customer experiences throughout their EF journey. We further built on this research to go deeper within the eight stages I defined.
2. I collaborated with the product owner as this research directly impacted the product roadmap; we uncovered multiple product opportunities for 2019, and most likely beyond.
3. Feature and content improvements were put in planning, development, or testing stages, including providing more information about what the student will experience as well as an increased emphasis on authenticity in the product.