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Overview
My Role
UX Research
UX Design
Timeline
8 weeks
January - February 2024
THE PROBLEM | SO, WHAT'S THE ISSUE?
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THE SOLUTION | SO, HOW CAN WE SOLVE THIS?
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After evaluating different approaches and research, I recommended implementing a third-party in-app guidance tool to provide scalable, efficient, and user-friendly updates as it could it could possibly provide a:
0.1 – Overview of affinity map created with clips in Condens.
RESEARCH
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User interviews
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2 Designers
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Affinity Mapping
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0.1 – Overview of affinity map created with clips in Condens.
User Journey Mapping
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0.2 – Photo of user journey mapping session.
KEY RESEARCH FINDINGS | DEFINING USER GROUPS
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Behaviors
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Paint points & Frustrations
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Needs & Goals
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SOLUTION EXPLORATION
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0.5 – Competitive analysis graphic of major 3rd-party tools; Chameleon, Appcues, Userpilot, and Pendo.
MOCK DESIGNS
What the incorporation of the solution could possibly look like.
After conducting research and stakeholder interviews, it became clear that the core challenge wasn’t just about informing users—it was about doing so in a way that was timely, relevant, and embedded in their existing workflows. To solve this, I recommended the adoption of a third-party in-app guidance platform such as Chameleon, Userpilot, Pendo, or Appcues.
0.6 – Low-fidelity modal pop-up design for visualization of application.
0.6 – Low-fidelity modal pop-up design for visualization of application.
0.6 – Low-fidelity modal pop-up design for visualization of application.
NEXT STEPS
Testing, implementation, and measuring success.
In order to truly see if this solution works and provides positive effects, we would need to:
Conduct usability testing on the selected 3rd-party tool.
Based on the recommended platforms, conduct internal evaluations and pilot testing to determine which tool best fits Chatham’s technical infrastructure and user needs.
Define an implementation roadmap for rollout.
Outline a phased rollout plan that includes onboarding internal teams, setting up content strategy workflows, and integrating with analytics tools like FullStory.
RETROSPECTIVE
Key takeaways from my internship.
Research can inform strategy, even without full implementation.
Although the scope of the project meant that the solution wouldn't be implemented during my time, my research helped shape the product recommendation based on user needs, feasibility, and business goals. This showed me that UX can drive strategy and not just surface-level UI decisions.
Evaluating buy vs. build decisions requires user empathy and business thinking.
This research experienced expand my product thinking in regards to balanced costs, speed, scalability while keeping user needs in mind.
Other projects ✨
Designing an experience that simplifies family health management.
Co.Lab — 2024 Apprenticeship
Exploring how to present 'What's New' updates within the platform, prioritizing user experience and encouraging users to visit key pages.
Enhacing feature and user awareness in ChathamDirect.
Chatham Financial — Summer 2023 Internship
Exploring how to present 'What's New' updates within the platform, prioritizing user experience and encouraging users to visit key pages.