My Role
Project Owner, Interior Designer
Challenge
Research and design a state of the art user testing facility that can help us dedicate to being more user focused. Can observing participants, or simulated product owners directly help us to build better products and services?
Technology was a huge challenge to get right. I needed to work through the details around placement of TVs, cameras, mics, devices, eye-tracking hardware and the software to power it all.
Goals
Build a new dedicated user testing facility on location so that we could add a moderated research process to our already capable remote unmoderated testing process.
To better understand the language that resonates with our users, and help use learnings from the lab to improve content strategy.
Ask deeper more probing research questions with participants to better understand their needs and expectations, especially helpful when trying to make complicated financial tools and concepts easier to understand.
Use this new facility as a daily part of our user centered and iterative design life-cycle.
Bring our products more quickly and efficiently to market.
Results
The lab was an immediate success and it generated a lot of interest from the product and marketing teams who were excited to learn how they can leverage the capability and how they can test their prototypes, apps and existing properties to make them better.
We connected with our risk management and legal teams to learn how important protecting the privacy of our future participants was when users took part in recorded or non-recorded sessions in the lab.
We decided to decorate the lab to resemble a home office to make participant users feel more relaxed and comfortable, hopefully helping enable more natural and honest conversation.
Keeping flexibility for the future in mind, I anticipated the space to be capable of testing experiences beyond the stationary desktop screens used today.
Turner Engineering was great to work with and handled much of the construction planning.
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