Project Summary

Online surveys collect quantitative data; the questions tend to be general, representing a significant set of numbers based on a product or service.

The data would prove assumptions or theories surrounding the company intranet.  Surveys provide quantify attitudes, opinions, and behaviors from our users.


UX Role

UX/UI focused on user research, including online surveys and a followup survey to validate results.

The project required working closely with:

  • Support Desk
  • Business Analyst
  • Stakeholder

UX Insights and Findings

Email surveys crafted towards qualitative data, such as; feelings, perspectives, and bias opinions helped screen candidates for testing.

Through email, surveys seem personalized coming from a person rather than a system. This technique is known as attitudinal research. For that reason, both are used, but at different phases.


Collecting Data

While using Survey Monkey, 85 employees were sent a survey with a series of 15 questions.

The data gave insight into what motivates and frustrates them about a product. The data helped with the creation of a persona; associated with four profiles.

User Comments from Survey


Proposal for Usability Tests

Data gathered supported a proposal for usability testing of the company intranet, and an email survey determined tasks performed by end-users.

Not all participants related to the questions, thus making them unfit. Questions seemed out of context for them, or they did not know how to answer the questions.

Survey Monkey Results


Follow-Up Survey

The feedback was vague and short. However, two weeks after the usability sessions, an online follow-up survey was sent to the study’s fourteen participants.

The results mirrored participants’ behavior; they had experienced the product and had time to reflect internally. The feedback was informative and valuable when presenting to stakeholders.


Takeaway

Surveys cannot stand alone; they need to backup data from web analytics and support tickets and additional qualitative research like usability testing.

Personally, prepping the participants is a good idea, if possible, for email surveys. Prepping candidates for online surveys would be a challenge due to the number of participants.