CompuMark/Clarivate Analytics

CompuMark/Clarivate Analytics

Conducted contextual inquiry research to understand the employee's work experience

"Pooja was able to take an abstract, rather "open-ended" set of project requirements and lead her team to deliver a comprehensive, insightful and easy-to-understand set of deliverables to my company. Impressively, she saw beyond the obvious UI/interaction problems, focused on the people doing the work (their habits, tendencies, productivity roadblocks), and painted a portrait of their work environment that many in the company had never seen before, or had forgotten about. She's a true star in the making."

- Paul Doncaster

Manager, User Experience at CompuMark

Overview

The Problem

Why?

Impact

Skills

My Role

Internal employees (analysts) were hitting roadblocks when using the company’s proprietary software resulting in decreased efficiency.

Analysts either had to stay over time to finish their daily quota or did not finish their work. By increasing the analyst’s efficiency, more cases could be completed daily and in a timely manner.

Our findings, insights, and recommendations kicked off a project within CompuMark that was aimed at significantly improving the proprietary software by the Chief System Architect and the Director of Transformation.

Contextual Inquiry, Qualitative Analysis, Affinity Mapping

Worked as a UX Researcher on a team of 3. Helped in designing and planning the study, moderating interviews and contextual inquires, coding data, and writing/presenting insights and recommendations

Understanding the Users

Contextual Inquiry

Why Contextual Inquiry

Research Questions

Details

We wanted to observe the analysts as they complete their tasks, understand the task’s relationship to environmental factors, and assess the intensity of emotional reactions throughout the process.

How do the analysts utilize and interact with the software in the context of their work environment?
How was their own task flow different or similar from the corporate understanding of a "normal" task flow?
What was a regular work day like?
What does it mean to be an analyst at CompuMark?

A total of 9 semi-structured user interviews were conducted in context, 8 in-person and 1 remote, on domestic and international employees.
Participants discussed their work habits, frustrations, preferences, needs, pleasures, and expectations.
A discussion guide was created to facilitate the contextual inquiry interviews

Figure 2: Affinity Map of our Observations

Qualitative Analysis

User Insights

Details

Numerous actionable recommendations and key takeaways were derived from the insights and observations (due to an NDA, specific user insights can not be disclosed).

A coding schema was developed by analyzing all the interviews.
Each interview was coded independently by two members of our team to ensure inter-coder reliability.
The data was organized by topic based on the coding schema and was then independently analyzed to identify observations and insights.

Results

A report and PowerPoint presentation with recommendations that focused on changes to the interface, improvements to the employee experience, and increasing work efficiency.

Our findings, insights, and recommendations kicked off a project within CompuMark that was aimed at significantly improving the proprietary software by the Chief System Architect and the Director of Transformation.

Results