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UXR Artifacts from End-to-End Journey Research
Project Type
Setting stage for the future -- "Mystery Shopping," Journey Mapping, and Interviewing about the current state experience.
Date
April 2023
In this project from August 2023, I led the American user experience research for important scholastic tests that moved to virtual after COVID. When COVID struck, students couldn't go to high school auditoriums to take the SATs, APs, TOEFLs, and ACTs, so the companies implemented virtual testing quickly. I created an open ended survey and found recent test takers to give their opinions on the experience. And then I and my team registered for the tests, paid for them, took them, got scored by them, and called into the contact center to complain. This project is the highlights of the journey steps and the recommendations.
However, the security scans drove good customers crazy because it was overly aggressive in shutting digital tests down. The CX for anyone who was shut down was SO LOW -- BUT -- with the triage elements we added digitally and through contact centers, the CX jumped SO HIGH afterward for those same people.
