SUMMARY

During winter 2017, I was hired as a Program Manager at Mindsource Center LLC, working on Percision Teaching through Chart Linux (a Linux native charting software). The focus was the development and optimization of acquiring and transitioning data collection systems to Standard Celeration Charts and line graphs.

Alpha/Beta pilot study:  Face sheet system was introduced to 4 clients

Design validation studies: Primary focus was future design concepts and use of use for Mindsource Center LLC 

*I can't present the specific findings and design recommendations due to HIPAA, but I can share the process.

ALPHA/BETA PILOT STUDY

OVERVIEW

  • I led an end-to-end alpha and beta pilot study with Mindsource Center employees recruited throughout the South Seattle area accross clinics, schools, and in client homes to introduce the next release of a the Data Face Sheet system for Linux. After introducing the Data Face Sheet, participants were asked to integrate the system into their services, complete discrete trail and precision teaching tasks, and provide feedback on their overall experiences with the beta via SurveyMonkey.

  • My responsibilities included planning the study, design early Face Sheet concepts (with experience questionnaire) and working with the Clinical Director on incentive plans.

  • worked with the clinical director and other BCBA’s on the Alpha/Beta pilot programs in conjunction with their curriculum to educate Behavior Technicians how to operate the face sheet, report issues, etc.

  • worked with clinic manager to prioritize tested tasks on the new feature design in clinical settings

  • selected discrete user groups based on their demographics, interests, and abilities to target different modules of the facesheet

  • designed discrete surveys to allow participants to provide feedback about their overall experience with the Alpha/Beta pilot

  • participate in weekly remote meetings with clinical teams associated with pilot and reported to Director/CEO my associated findings.

 

OBJECTIVES

  • To gain end-to-end service feedback from Mindsource Employees and client population

  • To identify user issues and bugs prior to launch

  • To qualify the service via a broader spectrum of users, use cases, and geographies

  • To test potential marketing messages

 

CHALLENGES

  • Working with a variety of BCBA and above level clinicians with different style curriculum at the same time

  • Multiple requirements from clinical partners causing beta pilot to be delayed again and again

  • Beta participants who were inactive in completing their tasks and filling out the surveys

OUTCOMES

Usability testing report that was quickly synthesized in two days with detailed findings and design recommendations for 17 areas for improvement. The report provided feedback on users' preferences regarding the overall flow, visuals, and content of the design and their logic behind.

The impact was to inform the design team what worked and what did not in terms of the overall flow, visuals, and content, and to provide the team evidence to help them make decisions on the priority level of the action items for the next release. 

 

PROCESS

Face Sheet Process Workflow.png

DESIGN VALIDATION STUDIES

OVERVIEW

In total, I conducted 10/25 in-depth interviews (one hour each) with participants from a range of demographics, ability levels, and service levels to develop designs for Mindsource Center.

Activities involved in the testing included gathering feedback on user's preferences of contents, design hierarchy, and visual elements of different variations and the why beneath using participatory design techniques.

 

OBJECTIVE

To elicit feedback from users to inform the design direction of Mindsource Center, including desirability, understand ability, and user preferences of contents, design hierarchy, and visual elements of different variations

 

CHALLENGES

  • Limited time frame with each individual user and client

  • App concept testing without a working prototype made it difficult to gather user's real feelings and behaviors until Chart Linux was introduced

  • Negotiation with product owner and marketing team for the value of UX research methodologies

 

OUTCOMES

  • Design validation report that was quickly synthesized in one day with detailed user satisfaction and pain points. The report presented general user feedback on the concepts, user flows, and recommendations regarding design enhancements to address usability issues and unmet user expectations.

  • Revised the interfaces and features together with Clinical Director, BCBAs, and Clinic Manager

  • The impact was to inform the team what worked and what did not in terms of the concepts and user flows and persuade CEO to maintain a feature that addressed users’ needs instead of the company’s immediate bottom line.

WHAT DID I LEARN?

The give-and-take as a UX researcher. The role of UX researcher is to represent the view and interests of the users, but with firm and strength when being pushed back. It's like picking the battle - you might not win all of them, but win the important ones. When the research results can't change the design (e.g. because of technical issues), it's critical to be able to find compromises that balance the pragmatic and the ideal. 

The art of UX researcher is to keep a healthy relationship with the team. For example, couching your feedback in positive terms to avoid defensiveness or talking to a product owner directly when a misunderstanding or gap exists between us. Having a design lead or PM review the study plan before the actual testing can save the team a lot of time because it can help the team prioritize the tested features and identify if we are on the right track. For the same reason, it's advisable to talk to designers first before testing their prototypes.

Working on health projects is such an honor because I'm helping to improve children's lives!

 

 

WHAT WOULD I HAVE DONE DIFFERENTLY?

During the presentation of findings to stakeholders, I'd rather the meeting be more interactive because it helps solve the problem on the spot and allows space for the audience to engage. Also, I'd like to use my interviewing skills (e.g. listening skills) when presenting in order to let the audience feel validated. If possible, I will take notes and add them to the research report to make it more valuable because it points towards a potential solution. As I get more experience, I will learn to command the room with confidence, speak with authority, and connect with my audience. I will also perfect the ability to not just present the material but to tell a compelling story.

During the in-depth interviews, I would learn to use the study plan not as a script to follow but as a framework around which a more organic conversation can take place. Being able to establish a human connection with participants using active learning and other techniques can lead to deeper insights.