I was brought in to HyperQuality to improve the user experience of their flagship product. The first project I undertook was to interview stakeholders to understand their business of quality assurance and call centers as well as to understand the stakeholders’ vision for the product. I organized a trip to the east coast to do user interviews with key clients. To complement this, I performed additional interviews with users in India, via GoToMeeting and Skype.
I began developing the persona set by using the same framework of eight user types that I used to organize interviews. These roles were vetted and refined by decoding and understanding the data. Common mental models emerged. Relationships between user family members were revealed and subsequently written into narratives defining each persona. Finally, the main goals for each persona became apparent and were added to finish the set.
• Led user/client research and interviews
• Summarized findings for stakeholders
• Decoded user data to define mental models
• Modeled user data for persona set
• Authored persona set document