EXECUTIVE SUMMARY

Project Overview

Client
UserZoom

Client Description
UserZoom, is an integral part of UserTesting, an all-in-one Experience Insights Management (XIM) platform. It is designed for enterprise businesses to conduct targeted remote, digital user research. It offers both qualitative and quantitative tools - such as usability testing, card sorting, tree testing, and surveys—to make it easier for product teams to measure and improve digital experiences. 

Team 

Mo Goltz worked in collaboration with a UX Researcher, Customer Education Manager, and a UX Manager

My Role 

Lead Learning Experience Designer

Timeline 

2 Months

Deliverables

A report that outlined the introduction, goals, research questions, scope of evaluation, project organization, progress, and next steps for the revamp of the UZ Academy. The project's business goals focued on increasing customer renewals, platform adoption, and user self-reliance, while the training goals aimed to reduce time to application, improve research quality, and increase learner confidence and Academy efficacy. The research was designed around specific questions regarding the effectiveness, relevance, satisfaction, and potential improvements of the training, with the initial scope limited to Level 1 (Reaction) and Level 2 (Learning) evaluations.

PROCESS AND APPROACH

To triangulate the truth, we conducted several research methods to gain a holistic perspective on what opprotunies there were for the Academy. We asked reserch questions via a:

• • Survey

  • Tranining needs analysis

  • Site audit

Reasoning behind an information architecture update was supported by three reserach methods:

• • Survey: users were confused by outdated tutorials mixed in with UX research process documentation

  • Tranining needs analysis: users needed more guidance on how to do UX research properly over using the UserZoom tools

  • Site audit: the current information architecture did not match the mental models of the users