UX research

Customer experience mapping & personas

To create rapid customer experience maps, I first laid out a framework to collect insight from the customer experience team and then analysed the information that came back.

Presenting key themes to the business, the purpose was to establish the biggest problem areas for departments to rally around.

The next step would be to interview customers more directly and validate the summaries from the account management team.

Customer personas

I created four personas listing audience segments within the Techspace member community. Insight was collected from interviewing the account management team and real customers. These personas were used to be increase awareness of customer interests, behaviour, and problems.