The Project
I worked with the team on a survey to improve the user experience when using the logistics service. First, we tried to understand who the users of the service were and what they thought of the service, in order to create inputs to create a value proposition to improve the user's view of the service and increase the use of the service.
Goal
The mapping of pains related to the logistics service was proposed in order to understand the points that generate problems in the user's journey and thus propose directions for the evolution of the product and increase the engagement of the service.
My role
I was responsible for finding and testing tools to help catalog and document the team's research. In this case, a mixed quantitative and qualitative survey was carried out with users on a form, in order to filter out the qualitative responses and translate these pains into quantitative data.
I used the Dovetail application to catalog the research materials, and focused on translating the qualitative data into numbers, so that we could prioritize the most latent pain.
Once these pains had been identified, we generated a table with some assumptions previously raised by stakeholders, in order to validate what really was a pain for users, what wasn't a pain and what hadn't been mentioned by users and needed further study.
Findings
Through stakeholder dynamics and user surveys, we were able to identify the main user pains, generate insights and then generate data that would help our understanding of the problem and that could be used by other teams.
We identified the most latent pains and when we looked at the points that users complained about the most, they weren't problems with the service offering itself, but with their perception of the service.
We then put together a proposal for prioritizing and strategizing the points to be explored in the future.