MODERNIZING THE PHONE CALL
In the context of a large multi-national corporation, how do the different roles and individuals communicate with one another in their work? What technologies and tools can support those communications needs?
IN BRIEF
A large multi-national corporation wanted to better understand how their employees communicate with one another in their work, in order to make informed decisions on telephony and conferencing technologies. To that end, I worked with a research partner to conduct a study that stretched across a multitude of roles from 14 different cities worldwide.
MY ROLE IN THE PROJECT
Stakeholder Interviews
-
Developed the protocol for remote stakeholder interviews
-
Conducted a portion of the stakeholder interviews
User Research
-
Developed interview and research protocols with a research partner
-
Shadowed and interviewed 2 individuals through their work day - one in Munich & one in NYC
-
Co-interviewed 36 staff members, some remotely and some in-person
-
Analyzed and synthesized research data with a research partner
Design
-
Developed personas that capture user needs and pains
-
Developed detailed use cases that were instrumental to technology decisions
-
Translated research findings into recommendations for tech decisions and change management methods
RESEARCH FINDINGS AND RECOMMENDATIONS ARE COVERED BY NDA