My Role Lead Researcher
Research Method Cognitive Task Analysis, Talk Aloud, & Semi-structure Interview
Tools Hand Coding
Key Findings The app requires users to aggregate a lot of data without an understanding of the end result (the sales report). Newer assessors are likely to move through the intake form as quickly as possible. Design and interaction elements need redesign.
Implications More accurate information was gathered and employees have stronger identification with the organization as a whole. As a result, retention of employees went up. Design changes produced a smoother customer-assessor interaction and built more credibility for the assessor.