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