user research

Brittany Traylor

Social Worker, User Experience Researcher

Atlanta, GA

About

me

I started my career in social work and have been passionate about understanding the needs of others, their thoughts, perspectives, and concerns. I am interested in the development of user experience research and the benefits it has in designing products and services.

my user experience learning

  1. Interviewing
  2. Usability Testing
  3. Surveys/First Impression Testing

Interviewing

Contextual interviews and needs assessments -

observe users in their natural environment in order to give me a better understanding of the user


Example: client in-home assessments

  • meet with clients in their home
  • home assessment is conducted at a time that works best for myself and the client
  • home assessment lasted about one hour-three hours depending on questions, size of the home, and problem areas found


Benefits:

  • client felt more comfortable
  • able to observe clients facial expressions, tone, body language
  • able to hear and see the client
  • client able to share thoughts, wants, and needs through in-person conversation
  • qualititative approach






Department of Public Social Services, Riverside, CA - 2015-2017

USABILITY TESTING/USABILITY EVALUATION

Identify customer frustrations, concerns, and needs. User performs tasks on the site and provides feedback -


Example:  website navigation to the appropriate/required form

  • customers are not sure what type of COVID-19 document is required to upload to the website portal
  • the website does not specify what type of document is required
  • customers upload various documents, resulting in requesting the correct document
  • delays the application process


Benefits:

  • determine the customers frustration and needs
  • implement ways to satisfy the customer and make the correct form accessible
  • develop a way to inform the customer of which form is required to avoid duplicate work/requests
  • enhanced findability, accessiblity, and usability
  • customer experience is improved, problems are solved, application process is efficient and completed timely
  • clients receive financial assistance to ensure housing stability



Department of Community Affairs, Atlanta, GA - 2022

Surveys/first impression testing

Survey - collect information from a broad audience (who & what)

Example: Larayiasbodega.com https://docs.google.com/forms/d/e/1FAIpQLSd02JJI4W07Nek4S_zDk0y1It73kcQpOVdHhr_Lq4oyO8ANFQ/viewform?usp=sf_link


When to conduct a survey = before a site redesign, after launching a new site, to rate content or features for improvements


Questions asked -

  • Are users are able to find the information they seek
  • How satisfied users are with the site
  • What experiences users have had with the site or similar sites
  • What users like and dislike about the site
  • What frustrations or issues users have with the site
  • If users would recommend the site to others
  • If users have any ideas or suggestions for improvements


Freelance, Atlanta, GA - 2022