Customer research and UI design for email marketing software
Engagement: Customer research (visits and usability studies) that informed persona development and UX design
Products: Constant Contact email marketing tools
Details: Working with the UX group, I developed a detailed, but flexible, interview script for a series of customer visits. We listened to dozens of customers talk about how they used Constant Contact's email marketing tools. One of the things about these customers is how different they all are, and we learned an amazing amount from their stories.
Customers included a day spa owner, a music promoter, a marketing consultant and a one-person bead company. We created a survey based on what we learned in the customer visits, and it allowed us to collect a larger amount of information as a next step.
Each interview included a Product Owner or engineer, so they could get firsthand information about their customers. Part of the task was mentoring junior design staff in conducting customer research. We built and refined personas with the information we gained.
Working with Product Owners in this Agile environment, I designed a number of new features, including social-media sharing and search. I also ran usability studies on form creation, list management and search, and gave presentations to a wide audience.
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