Project scope
• My role: UX research, product thinking, interaction design
• Tools: Adobe XD, Usertesting.com, Optimizely
• Timeline: 4 months
• Deliverables: Prototypes, Quantitative & Qualitative data
• Team: Me, Product Owner, 5 Engineers, 1 QA
Background.
Bluehost is a web hosting company that provides a lot of services to help customers establish their online presence. Users face a lot of challenges when they are building their site. Bluehost provides solutions to those challenges that are located in the Manage Site section of customers’ accounts.
Challenge.
Bluehost users don’t know of potential features that come with their account and go straight into their WordPress site disregarding the Manage Site area. Additionally, users don’t immediately realize that two buttons are hiding in the hover state.
Solution.
Working closely with the Product Owner and Scrum team, we made the CTAs Solutionvisible to the customer to help direct customers to the Manage Site area of their account.
Below is a comprehensive Case Study research process
I like to follow a simple yet powerful process outlined in the Lean UX book when I work on software products. This process helps align the team on the problem we’re trying to solve and be all involved in the process of solving it.
Research & Learning
I like to follow a simple yet powerful process outlined in the Lean UX book when I work on software products. This process helps align the team on the problem we’re trying to solve and be all involved in the process of solving it.
Key findings
Quantitative data
Qualitative data
Align and Define.
We got together as a scrum team to brainstorm and ideate the problem, outcomes, assumptions, and hypothesis.
Uncovering Insights & Identifying Needs
We broke down participants’ statements and my observations onto post-its and charted them out using an empathy map.
Top customer needs:
Defining the problem
Based on the findings from the user research we were able to identify the problem users had.
Bluehost users don’t know of potential features that come with their account and go straight into their WordPress site disregarding the Manage Site area.
Forming a hypothesis
We believe users don’t know about the services and features Bluehost provides in the Manage Site area because it’s hard to discover. If we unveil those options to the user and point the users in the right direction they will have a much easier way to find those services and be more successful.
