User Research Panel
The injixo User Research Panel is a tool and service that enables designers to conduct user research with low effort and as quickly as necessary. One part of it is a participant list of injixo users. Those are contacted for user research sessions to provide feedback concerning the product or share their knowledge about the business domain. Another part is a well defined process guide to support designers to set up a user research session.
Target and challenge
In a small group of UX designers we wanted to create a tool that enables our designers within the company to reach out for customers to validate their assumptions by asking our users directly.
But in a B2B, such as in the Contact Center industry, it is not easy to conduct research. Mostly the contact person of your customer is the buyer or manager. So none of your target group that knows their workflows best. Therefore we needed a list that provides participants that are actually working on a daily basis within the industry.
Our first challenge was to create a tool that provides participants with domain specific knowledge. A solution that enables teams to gather feedback and keeps customers close to us.
One further requirement was to share the gathered feedback from further functions, like Customer Experience and Product Management.
Problems solved
Set up a user research panel
To build a participant base we created a landing page via hubspot where customers can subscribe to the injixo User Research Panel. As such research panels are not that common yet, we worked on explaining the value of participation in research and made sure that the expectation is set correctly.
Apart from massive help from our Customer Success team we generated user attention on injixo events via presentations and flyer (e.g. PlanCon). Which helped a lot for our goal of the first iteration: gain 55 participants in UK and conduct user tests with them.
Internal processes
As we wanted our development teams to invest low effort and react quickly to their need to conduct user research, we iterated to find the best possible solution. We learned very soon that we needed to provide several mail templates and meeting tools, for the different needs and the ability of our designers to schedule a meeting easily. Now we do have templates and meeting tool recommendations rather than sticking to one process.
To keep our customer success and product management informed we implemented a workflow in hubspot which is the main tool of our customer success team.
Outcomes and achievements
To get a better understanding of what is needed we created a user flow containing the process for the participant, the User Researcher and the team/UX designer in a team.
We build up a landing page for our injixo User Research Panel that is build in our CSM tool Hubspot (incl. automation of general workflows like subscription).
Some of our junior designers got engaged and asked us for support for their features. So we came up with guidelines and offered support to conduct user research.
We implemented good processes to enable teams to conduct research. As we gathered feedback from all involved people we already have next steps in mind that will help improve the experience.
- collect more detailed information about participants (e.g. to be able to contact them for special topics)
- keep customers engaged via mailings (update of what happened, holiday mailing)
- set up a feedback tool (to enable more functions to gather and share feedback from sessions)
- set up a roadmap with Customer Success Management to increase the participant list
+55
participants to conduct research with us (continious growths of subscriptions)
+ 25
research sessions conducted via UX designers in several teams
Responsibility
During the project I created several artefacts from a landing page to mailing templates apart from using UX Methods to set the goal right.
Main areas of responsibility:
- Project Leadership (planing and weekly reviews)
- UX Research (flows and processes)
- Konzeption (landing page)
- Implementation via Hubspot (website, mailing templates and automated flow)
People involded
Patricia Lieske (Project Leadership)
Anke Werschnik (Support for guidelines and flows)
