My Role Lead Researcher
Research Methods Task & Activity Analysis, Talk Aloud, & User Interviews
Tools Hand coding
Key Findings User pain points centered around layout of the new finance page, the missing content in the contract, and a lack of internal communication of changes to the CRM.
Implications Developers used findings to refine the design and interface, and create an internal newsletter to update sales people on changes to interface. Sales managers used findings to offer training to strengthen sales pitch.