Getting Started...
To start this project, I knew it was important to learn all things iDevelop. I needed to familiarize myself with the platform, so I spent the first couple of weeks understanding how iDevelops works through SME interviews with members of the iDevelop team and conducting a Heuristic Evaluation to analyze the current design elements, features, information pathways, etc. After gathering those insights, I analyzed my data and began ideating some lo-fi wireframes based on all the findings and invited the rest of the team members to vote on their favorite concepts based on what they think priority would be on the business side. This information was later used to make connections with the findings from the cognitive interviews conducted with Partner insights. These connections were made to guide my final recommendations and next steps for the team as they move forward with their redesigns post-internship.
Heuristic Data Analysis and Lo-fi Ideations
Heuristic Evaluation (HE) Analysis
Lo-fi comparative analysis of LMS platforms used for design inspiration
Lo-fi wireframe concepts created based off of HE
Team concept dot voting exercise results
Heuristic Evaluation (HE) Findings
Originally, I had expected to use RITE testing as the approach for the user testing; however, after taking the time to talk to iDevelop team members as SMEs, I was able to identify that the best UX method to approach this project was to use cognitive walkthrough interviews. There were 4 main scenarios that the team would like to learn more about in terms of Partner insights: Career Resources, To-Do List, Search Pathways, and Success Plans/Goal Tracking. I was able to set up these scenarios based on the information collected from the SME interviews and they were used to help guide the flow of conversations with Partners. When scheduling the interviews, I made sure we were able to request a mix of Partner personas from Partner duration, career aspirations experience/role level, and iDevelop usage frequency.
Partner Personas and Scenario Descriptions
Recommendations based on Partner Insights
Internship and Project Insights
Exceeding Expectations
As my first industry based UX research experience, I learned how UX research is approached in a business setting.Originally, I didn't know exactly what to expect as an intern, but I came in with my own personal goals: Learning more about the ins and outs of HEB as a fast growing omnichannel company, improve my interpersonal skills and connect with various Partners across the company, and carry out a project that could positively impact customers and/or Partners. I feel very lucky to say that my intern experience exceeded all my goals and expectations! The iDevelop team treated me as an equal member of their team, allowing me to attend their weekly/daily team huddles, stakeholder meetings and presentations, as well as allowing me to interview them and have them participate in activities that would help me carry out my project. My team and mentor also acknowledged and shared my passion for inclusivity and accessibility and gave me the opportunity to share my input in all stages of my internship. Overall, I was very impressed with how hands-on I was with my project and team and I learned so much while having a great time!
Project Impacts
As I carried out my project, I learned very quickly that there are multiple underlying factors and stakeholders to consider when carrying out ux research for an established company. Since my target users were company Partners, I gained experience in learning how to balance the needs identified by Partners with the needs and goals of the business. Connecting with Partners across multiple divisions or departments across the company and attending meetings/presentations that discussed long term business goals helped me see how my project with iDevelop was positively impacting the business & HEB customers. My project was helping address the needs of HEB Partners when they use iDevelop by streamlining and facilitating the process of accessing department and Partner trainings as well as company/career resources. This would essentially help improve the consistency of the quality of products and services that customers face when shopping at HEB.
Overcoming Challenges
As most real world experiences go, I did face some challenges that lead to learning opportunities moving forward. The main learning takeaway I experienced was the importance of adaptability. When it comes to juggling the needs of different parts of the company, adaptability and flexibility is a key skill to have because timelines, schedules, and other unforeseen challenges inevitably arise. While planning out the project timeline with expected deliverables, I was expected to carry out RITE testing. However, after speaking with team members individually to find the areas they would like more insights on and what user pain points they come across more often, I recommended switching our approach to Cognitive Walkthrough Interviews so I can accurately provide the insights and recommendations more suited to their needs. This change in plans caused for some adaptability in the preparation of our in-store visits with Partners.
When we were conducting our interviews, it was important to acknowledge that we were at the mercy of the schedules set by the store leaders and managers. Since the needs of the customers and business come first, it was important to be flexible during our interviews. For example, if a Partner needed to step out, cut the interview short, or switch out between a new Partner, I learned to quickly adapt our pace and be selective with our questions and conversation topics.
Lastly, the iDevelop team is a very talented cross functional team. There is not a single person who works solely on one part of iDevelop and everyone works together combining and growing off of each other's skills. Since I came in with a heavy research background, I had a lot of growing opportunities to learn new skills that my team could use help with. I was able to help ideate and conceptualize design concepts into wireframes and prototypes that would help our developers build out our concepts, and I was brought into some data analysis and organization tasks with other members of the team. Overall, I was very impressed with the work everyone contributes to push out updates and I'm grateful for all the learning experiences I had with my team.
