insightful discovery research
User interviews • Concept validation testing • Usability testing • Experience maps
One year as a user researcher at BMC performing various user experience research tasks to help product teams refine and grow product experiences. At the disposal of any product team interested in either getting to know their users better or wanting to validate new concepts and design changes, I have planned and conducted hours upon hours of semi-structured end-user interviews with a diverse set of IT professionals from across different industries spread around the globe. From these conversational interviews I synthesized useful and immediately actionable insights in the form of experience maps, personas and recommendations that I shared across the organization to interested product stakeholders, including product managers and owners, developers and designers, the CTO and VP of Design.
Some artifacts of discovery research
How does a business protect itself against digital disaster?
The experience map directly below illustrates in detail the experience of all those lucky IT folks who are tasked with protecting critical business operations and data everyday. This map highlights in particular the roles of two IT groups - Security and Operations - which are in a continual game of tug-of-war: each group's mission at odds with the other. IT Security says "fix these risks now" and IT Operations says "not without testing first!"
How does a business ensure IT stability and prevent downtime?
'This next experience map outlines the journey through which an IT event is identified and escalated through incident and problem management by the NOC (network operations center) and other key players in problem management. Unfortunately many organizations are not confident in their event management, fearing the next alert could be the one!
