AusPost Rolling Research Program
Company
Australia Post
Responsibilities
Industries
Postal services
Date
December 2021 - July 2023
To improve efficiency and enhance the user experience in customer research, we implemented a user-centric approach. We transitioned from designing separate studies for each request to bundling related research into consolidated sessions. This allowed us to cover multiple features in one user testing session, reducing the need for separate briefs, recruitment guides, and reports. By streamlining the process, optimizing resources, and providing a better testing experience, we were able to gather comprehensive feedback, identify trends, and make informed decisions for product improvement. This UX-focused approach significantly improved the efficiency of our customer research efforts while maintaining a high standard of quality.
We made this work by following these simple 10 steps! 01. Identify recurring research needs: Analyze common objectives and themes. 02. Establish a cadence: Set regular testing schedule aligned with iterations. 03. Consolidate research requests: Group related requests for cohesive testing. 04. Coordinate with all stakeholders and manage expectations. 05. Prepare consolidated study materials: Develop comprehensive brief for testing.
06. Efficient recruitment: Target participants for multiple feature feedback. 07. Conduct user testing sessions: Schedule sessions with selected participants. 08. Encouraging stakeholders to participate in observing sessions to build a customer first culture.. 09. Collect and analyze data: Gather and analyze feedback and observations. 10. Report and share findings: Prepare consolidated report, share insights with stakeholders.
