Journey map resulting from the first iteration of this process We discovered greater opportunity in the "End of Call" phase
Research efforts at OTPP primarily consisted of usability testing and group feedback from panels.
I helped improve this by:
This created a desire within the team to learn more about UX Research and how everyone can leverage research in their work. This curiosity led to budget being allocated for the entire experience design team including product owners and designers attending UXRConf 2019 in Toronto.
After being inspired by the various talks at the conference, the team had two questions:
To satisfy this desire for improving our UX Research practice, the product owner, a senior designer and I championed a user research initiative to help understand the various user groups we served and their challenges. Findings would help create alignment in the team on what work to prioritize.