IBM Provider Workbench  

- Applying User Research Internally 

 

THE OBJECTIVE

A three-month long research initiative was undertaken in order to understand the gaps in Provider Workbench - a product used to launch products into IBM's Digital Marketplace.

THE OUTCOME

The presentation of extensive findings to the product team and leadership, including a set of higher-level strategies and recommendations.  

 

 

 

IBM Provider Workbench  

- Applying User Research Internally 

 

THE OBJECTIVE

A three-month long research initiative was undertaken in order to understand the gaps in Provider Workbench - a product used to launch products into IBM's Digital Marketplace.

THE OUTCOME

The presentation of extensive findings to the product team and leadership, including a set of higher-level strategies and recommendations.  

 

 

 

IBM Provider Workbench  

- Applying User Research Internally 

 

THE OBJECTIVE

A three-month long research initiative was undertaken in order to understand the gaps in Provider Workbench - a product used to launch products into IBM's Digital Marketplace.

THE OUTCOME

The presentation of extensive findings to the product team and leadership, including a set of higher-level strategies and recommendations.  

 

 

Screen Shot 2017-06-14 at 3.15.49 PM

 

 

 

DEFINING A RESEARCH PLAN.

I joined the team of IBM Provider Workbench as the only researcher in order to help the team understand the gaps the current product was facing and to develop a set of recommendations for them to move forward.

I defined the scope of my research on the team through three primary research goals:

  1. Validating if Provider Workbench in the current state was solving for the original pain points that were defined.
  2. Defining the primary users of Provider Workbench and understanding their processes and needs in depth. 
  3. Defining the future and desirable direction, vision, and value of Provider Workbench as a tool and user experience.

NOTE: Because of signing an NDA, I am only able to provide a high-level overview of my work on this project.


 

DEFINING A RESEARCH PLAN.

I joined the team of IBM Provider Workbench as the only researcher in order to help the team understand the gaps the current product was facing and to develop a set of recommendations for them to move forward.

I defined the scope of my research on the team through three primary research goals:

  1. Validating if Provider Workbench in the current state was solving for the original pain points that were defined.
  2. Defining the primary users of Provider Workbench and understanding their processes and needs in depth. 
  3. Defining the future and desirable direction, vision, and value of Provider Workbench as a tool and user experience.

NOTE: Because of signing an NDA, I am only able to provide a high-level overview of my work on this project.

 

 

DEFINING A RESEARCH PLAN.

I joined the team of IBM Provider Workbench as the only researcher in order to help the team understand the gaps the current product was facing and to develop a set of recommendations for them to move forward.

I defined the scope of my research on the team through three primary research goals:

  1. Validating if Provider Workbench in the current state was solving for the original pain points that were defined.
  2. Defining the primary users of Provider Workbench and understanding their processes and needs in depth. 
  3. Defining the future and desirable direction, vision, and value of Provider Workbench as a tool and user experience.

NOTE: Because of signing an NDA, I am only able to provide a high-level overview of my work on this project. 


TALKING TO THE USERS.

In order to accomplish any of my research goals, it was extremely critical that I spoke to as many users that touch the product in any way. Hence, after setting up various channels to recruit users, I was able to have a steady stream of users to speak to from various roles and divisions of IBM. 

TALKING TO THE USERS.

In order to accomplish any of my research goals, it was extremely critical that I spoke to as many users that touch the product in any way. Hence, after setting up various channels to recruit users, I was able to have a steady stream of users to speak to from various roles and divisions of IBM. 

 

TALKING TO THE USERS.

In order to accomplish any of my research goals, it was extremely critical that I spoke to as many users that touch the product in any way. Hence, after setting up various channels to recruit users, I was able to have a steady stream of users to speak to from various roles and divisions of IBM. 


TALKING TO THE USERS.

In order to accomplish any of my research goals, it was extremely critical that I spoke to as many users that touch the product in any way. Hence, after setting up various channels to recruit users, I was able to have a steady stream of users to speak to from various roles and divisions of IBM. 

 

FINDING THINGS.

Though I cannot publicly display the intricate findings that came from my user research, I synthesized all the user feedback into categories: where PWB was succeeding, including well-received features and then where PBW has to improve, which was more process-focused. I also focused largely on the entire end-to-end experience of users and constructed a set of recommendations that put light on the entire experience versus simply a set of features. I also prioritized these recommendations in terms of negative impact to users vs. feasibility. 

Please feel free to reach out if you'd like to know more about this project or my process!


 

 

FINDING THINGS.

Though I cannot publicly display the intricate findings that came from my user research, I synthesized all the user feedback into categories: where PWB was succeeding, including well-received features and then where PBW has to improve, which was more process-focused. I also focused largely on the entire end-to-end experience of users and constructed a set of recommendations that put light on the entire experience versus simply a set of features. I also prioritized these recommendations in terms of negative impact to users vs. feasibility. 

Please feel free to reach out if you'd like to know more about this project or my process!

 

FINDING THINGS.

Though I cannot publicly display the intricate findings that came from my user research, I synthesized all the user feedback into categories: where PWB was succeeding, including well-received features and then where PBW has to improve, which was more process-focused. I also focused largely on the entire end-to-end experience of users and constructed a set of recommendations that put light on the entire experience versus simply a set of features. I also prioritized these recommendations in terms of negative impact to users vs. feasibility. 

Please feel free to reach out if you'd like to know more about this project or my process!

 

Artboard Copy 23

 ...

In just a few months, I was able to grow both in terms of my design research skills and in terms of the design I wanted to practice in the future. I gained experience in learning how to advocate for my users, but also how to find the balance between user research and business requirements. This was my first product at IBM where I was able to focus solely on user research, and though I see my strengths being in the overall user experience design side of things, this was a wonderful opportunity to see how research can impact the entire direction of a product.

 

 

 ...

In just a few months, I was able to grow both in terms of my design research skills and in terms of the design I wanted to practice in the future. I gained experience in learning how to advocate for my users, but also how to find the balance between user research and business requirements. This was my first product at IBM where I was able to focus solely on user research, and though I see my strengths being in the overall user experience design side of things, this was a wonderful opportunity to see how research can impact the entire direction of a product.

 

 

 ...

In just a few months, I was able to grow both in terms of my design research skills and in terms of the design I wanted to practice in the future. I gained experience in learning how to advocate for my users, but also how to find the balance between user research and business requirements. This was my first product at IBM where I was able to focus solely on user research, and though I see my strengths being in the overall user experience design side of things, this was a wonderful opportunity to see how research can impact the entire direction of a product.

  

 

 ...

In just a few months, I was able to grow both in terms of my design research skills and in terms of the design I wanted to practice in the future. I gained experience in learning how to advocate for my users, but also how to find the balance between user research and business requirements. This was my first product at IBM where I was able to focus solely on user research, and though I see my strengths being in the overall user experience design side of things, this was a wonderful opportunity to see how research can impact the entire direction of a product.

 

 

 

DURATION

APRIL - JULY 2017


 

 

 

DURATION

APRIL - JULY 2017


 

DURATION

APRIL - JULY 2017


 

ROLE

USER RESEARCHER

LEAD: LIZ MEYER


 

ROLE

USER RESEARCHER

LEAD: LIZ MEYER


 

ROLE

USER RESEARCHER

LEAD: LIZ MEYER


 

SKILLS

USER RESEARCH

EXPERIENCE MAPPING

SYNTHESIS

DESIGN THINKING 


 


 

 

SKILLS

USER RESEARCH

EXPERIENCE MAPPING

SYNTHESIS

DESIGN THINKING 

 

 

SKILLS

USER RESEARCH

EXPERIENCE MAPPING

SYNTHESIS

DESIGN THINKING 

 

 

NEXT PROJECT

IBM Cognos

 

NEXT PROJECT

IBM Cognos´╗┐


 

NEXT PROJECT

IBM Cognos´╗┐