Product Quality UXR

Even after 6+ rounds of implementing post-cohort feedback, I noticed that we were still seeing the same pattern of users dropping-off around the middle of programs, and feedback of “the content is great, I just need to make more time”. I wanted to dig into what content improvements could be made to help users finish the program and get the most out of their investment.

O V E R V I E W

Role

Lead a team comprising two Content Strategists and myself through each stage of the UXR.

Objectives

A set of user-centered best practices for Content UX in program development

Business Outcomes & Impact

Immediate implementation of a strict cap on lesson length to 15 minutes max.
Increased focus on quality of examples.
Increased focus on what visuals to make from scratch vs. templatized.

With a new set of best practices guidelines, the program creation pods were able to adjust their typical reflexes of cramming as much and quickly as possible to making smarter tradeoffs that centered around the user experience. All this so avoid users drinking from a fire-hose and burn out early.

D E S I G N P R I N C I P L E S

Iterative

We accepted that our interviews guides would only be a start and that we would discover new questions and directions to move towards.

Decision-First

UXR is an expensive and time-consuming investment. It had to be more than a pulse check, we needed to decide what we were going to make or change as a result of what we discovered.

“Good Enough”

Choosing to do what would get us the information we needed in a “good enough” way instead of overthinking and designing the research to be overly scientific.