During my internship, I conducted usability testing, depth interviews, heuristic evaluation, and literature reviews for TechSmith products like Camtasia, Morae, and SnagIt. I also contributed to the product design through collaborative design studios and an icon design project.
I conducted usability testing on products before and after release, help documentation, and most interestingly, a feature that had not yet been implemented and would potentially change the user’s entire product workflow.
Saul (another UX Research intern) and I figured out how to test this unimplemented feature in a pretty unique way. We utilized the results from a root analysis to create conditions that would enable feature usage to occur naturally, albeit in an artificial test environment. In our findings presentation, we recommended the feature not be implemented because very few types of user segments found it valuable in their workflow.
LITERATURE REVIEW & HEURISTIC EVALUATION
I conducted research on organizing, sharing, and the cloud to inform our product direction. I utilized secondary research for the literature review, and collaborated on the heuristic evaluation of products and services with fellow UX Researcher Josephine Scott. I presented the findings in PowerPoint format to developers, product managers, etc.
Here are a few slides from the presentation:
We interviewed and observed customers to find out how they use our products in everyday life. For convenience, we also conducted remote interviews and observed customers using Go To Meeting. These depth interviews were rich with information about our customers like their typical work environment and work patterns, where they were forced to create workarounds, etc.
I created the script and protocol, and ran all of the interviews, both remote and in-person. The results of the depth interviews validated the product personas and informed the product design for the next release.
User experience work is never successful unless you can successfully communicate information to others in a way that they can act on it accordingly. When I arrived at TechSmith, I found the organizational structure shifting, and customer information hidden in different departments. Additionally, it seemed like many co-workers did not know the depth or breadth of information they could gain by speaking to the UX department.
After clarifying department responsibilities with stakeholders, Saul and I created this flowchart as an internal resource for employees:
I also had the opportunity to flex my design skills while helping with a fellow UX researcher’s study. They wanted the company to learn about the findings from a large trial study.
I created an infographic in Photoshop of their most important findings so that we could share with the rest of the company:
The infographic seemed very well received by the rest of the company - someone in another department even printed out a large version and displayed it in the breakroom!
- Time Frame
- Aug 2010 – Jan 2012
- Methods & Skills
- Depth Interviews
- Heuristic Evaluation
- Information Design
- Literature Review
- Usability Testing
- Go To Meeting
- Pen, paper, & post-its
- Team Members
- Barbara Hernandez
- Casey Wright
- Josephine Scott
- Saul Wyner
- Deliverables ↓
- PPT presentations