Mixed-Method Study on a Knowledge Discovery Tool
Microsoft
Scope
Microsoft Viva Topics, a knowledge discovery tool, was experiencing a decline in employee satisfaction.
My objective was to uncover the root causes of this dissatisfaction and provide actionable recommendations to improve the user experience and drive adoption.
Process
Exploratory Analysis: Analyzed product telemetry data to identify pain points and usage patterns.
Remote Individual Interviews: Inquired about employee experiences and perceptions of the tool.
Diary Studies with Follow-Up Interviews: Explored deeper into real-world usage and challenges.
Mixed Method Data Analysis: Combined quantitative and qualitative data to identify key themes and patterns.
Key Outcomes & Insights
The tool could not gain user trust as it surfaced irrelevant and outdated knowledge recommendations. I recommended actions to enable more effective curation approaches.
Please reach out for a case study walkthrough for more key insights.
Lessons Learned
Early Validation of Research Methods: Adapting research plans based on initial findings is crucial for complex products.
Advocating for User-Centered Design: Consistent advocacy is essential with multiple stakeholders.
Build Cross-functional Stakeholder Relationships: ensures buy-in for research findings and facilitates implementation.
My select projects
Below are snapshots of my research process for select projects. Please reach out for a full walkthrough of my case studies.
Goal:
Identify barriers to adoption and increase user awareness, understanding, and utilization.
Problem:
Low employee engagement and lack of perceived value for the productivity suite.
Responsibilities:
Lead research design, data collection and analysis, and developed recommendations.
Goal:
Identify high-value features to improve discoverability, usability, and user satisfaction.
Problem:
Underutilized features are confusing customers and occupying valuable UI space
Responsibilities:
Stakeholder management, research design, data collection and analysis, reporting
Mixed-Methods Study on a Knowledge Discovery Tool
Microsoft
Goal:
Understand employee dissatisfaction with a knowledge discovery tool to improve usage.
Problem:
Declining Net Satisfaction Score and low user engagement with the tool.
Responsibilities:
Designed mixed-methods study, developed and presented actionable recommendations.