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?
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
Developed the protocol for remote stakeholder interviews
Conducted a portion of the stakeholder interviews
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
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