User Research Case Studies
Selected Case Studies
Case Studies (Long Version)
Warning
Ahead
Designing and Developing an AI Customer Service Chatbot
A major telecommunications company wanted to digitally enhance customer experience by developing an artificial intelligent chatbot that could be accessed via app or mobile web. Throughout the product design process, a thorough research and testing methodology was developed.
Research Methodologies: UX Research Strategy, Co-creation Workshops, Competitive/Comparative Benchmarking, Stakeholder Focus Groups, Surveys, Current State Research, Concept tests, Moderated Usability Tests, Stakeholder Interviews
Role: Customer Experience Designer
Teams Engaged: Analytics, Developers, UX Design, Business Leadership, Business Owners (both client and internal)
Project Length: 1 Year
Developing an Innovation and Prototyping Team Focused on Rapid Prototyping & Ethnographic Research
A telecommunications client wanted to develop an internal innovation team specifically focused on enabling artificial intelligence within the organization. A brand new innovation methodology, team model, and project plan was created to prototype and test an in-store retail concept.
Research Methodologies: UX Research Strategy, Ethnographic Research, Field Research, Moderated Usability Tests, Stakeholder Interviews, Customer Interviews, Rapid Prototyping
Role: UX Research/Strategy Lead
Teams Engaged: Analytics, Developers, UX Design, Business Leadership, Business Owners (both client and internal)
Project Length: 5 months
Using Service Design Methodologies and Co-Creation Workshops to Digitally Transform a Financial Services Client
A financial services client came to Fjord (Accenture’s Service Design Arm) looking to digitally transform their customer experience with their Global B2B clients. The team learned about this new market, interviewed stakeholders and customers, and designed a two day co-creation workshop to brainstorm 4 new concepts to transform the business.
Research Methodologies: Co-Creation Workshop, Competitive/Comparative Research, Secondary Research, Stakeholder Interviews, Customer Interviews
Role: Junior Business Designer
Teams Engaged: Visual Design, Business Owners (both client and internal)
Project Length: 8 weeks
But wait, there’s more!
The client’s retail partner needed to know which prototype design was more likely to drive more engagement with the “Shop the Look” feature on the PDP. 4 prototype designs were tested (A vs. B, C. vs. D) through an unmoderated usability test to determine which design would go live.
Research Methodologies: A/B Testing, Balanced Comparison Unmoderated Usability Test, Rapid Prototyping
Role: UX Research Lead
Teams Engaged: UX Design (internal), Business Owners (client)
Project Length: 4 weeks
This athletic apparel brand wanted to know what the top level navigation categories should be on their desktop website so that it resonates most with their users. The client was specifically concerned about what to replace the category “Gifts” with post holiday season.
Research Methodologies: Unmoderated Usability Test, Card Sort, Tree Test
Role: UX Research Lead
Teams Engaged: Business Owners (client)
Project Length: 4 weeks
This retail client wanted to create meaningful long-term engagement with their loyalty program but needed more signal before investing in full-blown pilots to try out their ideas. A survey, usability test, and moderated interview with loyalty members helped design a new pilot.
Research Methodologies: Survey, Remote Moderated Interview, Usability Test
Role: UX Research Lead
Teams Engaged: Business Owners (client)
Project Length: 6 weeks