Project Synopsis
Employer: BetterUp
We enhanced our product suite by identifying tertiary target users* and their needs and desired business outcomes.
*Non-end users involved in buying, setting up, and maintaining the products.
Project role
I conducted generative and evaluative research, interviewing 20 partners and internal stakeholders.
Tactics
Research
Service blueprint
Internal and external interviews
UX audit
Design recommendation development
Strategy
Multi-disciplinary recommendation analysis
Business analysis
Feature experience prioritization
Presentation
Contributions
Value delivered
Objectives and key results for my product team for the next 6 months centered on this research, resulting in 2 new product features enhancing end user and tertiary user experiences
Retained a major multi-million dollar client as a result of this work
Screenshot of People Analytics Dashboard
Personal takeaways
It’s not “all about the end user”. We must always understand the connection among all users who touch our product or service.
When research is conducted vigorously and presented sharply, it doesn’t just influence the roadmap; it directs it.
UX researchers should consider their ability to influence departments and functions outside of product, like data science, sales, marketing, and customer success management.