Christina Armand Aspring User Experience Researcher Portfolio Table of Contents Bio About Me, My background in UXR Slides 1-2 Features: Moderated Usability Study User Personas, Affinity Board, Features: Unmoderated Usability Study User Personas, Competitive Analysis, Features: Journey Map, Unmoderated Usability Study Empathy Map, User Original versions of documents referenced are linked in the appendix Slides 8-12 Slides 13-17 Slides 3-7 Slides 18 Case Study #1 Case Study #3 Case Study #2 App e n di x Click on a circle to navigate directly to t h at section Bio I am eager to expand opportunities for the marginalized by leveraging user experience research to help bridge the digital divide. Hi, My Name is Christina! Email: christina.m.armand@gmail.com LinkedIn: linkedin.com/in/christina-armand Phone Number: 774-539-2565 Resume: UXR Resume PDF Let’s Chat To learn more about my professional background and relevant experiences, please download my resume. I obtained a bachelor’s degree in psychology at Boston University and I’ve received the bulk of my formal UXR training through the Google UX Design Professional Certification Program.* *More information linked in the appendix Slide 1 I’ve Conducted: Foundational Research Design Research Tools and Methods I’ve Used Slide 2 The Google UX Design Certificate provides students with only a prompt for each project. I first defined a target audience through solo brainstorming sessions and preliminary exploration. Then, I used methods such as surveys and competitive audits to understand the product and empathize with potential users. During the planning and outlining stages of each project, I created empathy maps, user journey maps and conducted usability studies to ensure that designs were user-centered. I look forward to interacting with users through diary and cafe studies, interviews, and intercepts. Empathy Maps User Journey Maps Competitor Analysis Surveys Usabililty Studies Affinity Boards User Stories User Pain Points I am highly interested in opportunities to conduct Post-Launch Research! All tools, methods, and case studies featured in this portfolio are based on project prompts that were part of the Google UX Certificate modules. 1 Case Study #1 Slide 3 StarTrainer - App Concept User Flow for Searching and Leaving Reviews Tools and Methods Featured: Usabililty Studies Affinity Board Surveys Foundational Research Project Overview Persona Slide 4 Competitive Audit Report: After conducting a competitive analysis, I composed a report that summarized the details of similar products, competitor position in the market, gaps, and opportunities. 1 Survey: Before wireframing the Low-fi prototype, I conducted a survey to gauge user attitudes towards leaving reviews and working with trainers. Questions included “What method do you most often use to leave reviews” and “What frustrations, if any, have you had when reviewing a service or product in the past?” StarTrainer is an app concept that would allow users to search for and review local personal trainers. It is directed towards users who want to browse and learn about local trainers before signing up for their services. Jessie is a young professional who is heavily career-focused but still wants to prioritize her physical fitness. She’s trained with a physical trainer before but has never used an app to facilitate the process. She usually leaves all of her reviews on third-party websites and dislikes having to make an account or log on to do so. Jessie wants to filter through reviews of local trainers to find the right one as soon as possible! Name: Jessie Age: 25 Education: BA in Accounting Hometown: Boston, MA Family: Lives with family while working from home Occupation: Payroll Administrator About Jessie Themes and Insights Design Reseach Part 1 - Low-Fidelity Prototype Usability Study (Moderated) Slide 5 1 Theme 1 - Filters: Insight 1 - The current list for filter criteria is insufficient in helping participants find a trainer that fits their preferences. The list of filters needs to be more extensive. Theme 2 - Stars: Insight 2 Participants expect to be able to leave stars as a form of submitting reviews. - Design needs to include space for users to add star ratings. Theme 3 - Quick reviews: Insight 3 - Participants expressed that the trainer reviewing process was not intuitive. Include options that allow users to leave quick reviews by selecting from auto-generated commments. Goal and Process - The primary objective of this study was to understand if there were any pitfalls and user frustrations related to the reviewing process. After compiling a research plan, I reached out to participants by SMS message and Slack. I explained the concept of the app and asked if they would be open to a video call in which they would click through the low-fidelity prototype. To kick off the study, I detailed the process to the participants and emphasized that any and all feedback would be tremendously helpful. Upon completion, I asked them to complete a System Usability Scale survey. Aff init y B oard - During each video call, I used a note-taking spreadsheet to gather participant sentiment about the user flow and the app in general. I then used patterns and insights from the study to create an affinity board : C lick here to see full-sized board Participant Screen Recordings Design Research Part 2 - High-Fidelity Prototype Usability Study (Unmoderated) Research Plan: Key Assets Slide 6 1 Goal and Process - The purpose of the second round of usability study was to determine if users can complete core tasks within the high-fidelity prototype. I used similar methods from the low-fidelity study for recruitment. However, instead of setting up video calls, I sent participants a detailed guide with step-by-step instructions. How long does it take to leave a review for a trainer in the appt What can we learn from the user flow, or the steps that users take, to leave a reviewt Are there parts of the user flow where users get stuck? Are there more features that users would like to see included in the app? Participants included users who would be interested in seeking personal trainers in their area. Three males, two females between the ages of 20 and 45 The study was not accessible for use with a screen-reader and a switch. Research Questions Participants Participant #1 : Was unable to locate the search button and was confused by the logo. However, she liked the flow for booking a session and the auto- generated statements for leaving reviews. Participant #2 : V erbali z ed that he had trouble finding the search button and suggested an option for uploading photos. Learnings and Ideals Research Summary Slide 7 1 I conducted two usability studies to test the low and high-fidelity prototypes of the StarTrainer app. At first, I grappled with whether or not the app should be targeted towards coaches seeking a client management platform in addition to to individuals seeking trainers. After the first usability study, I concluded that to simplify the interface and mitigate user confusion, it was best to limit the primary target demographic to include only individuals in search of trainers. However, I do think it would be possible to incorporate functions into the app to increase usability for coaches as well. Although, the initial goal was to create a review-centered platform, the empathy maps revealed that users need an all-in-one app. In other words, they would want to be able to book sessions, message their trainers and peers, as well as access their previous and upcoming sessions. The research confirmed that this multi-purpose platform would provide users with all of the resources to have a pleasant experience when using the app. What I Learned: This was my first attempt at creating the UI for an app. Generally, the most important lesson I learned from this project was to be very deliberate on where in the process it’s most sensible to spend my energy. There were several instances where I hyper-focused on a feature/asset that I ended up not having any use for in the end. Ideally, I would have approached more fitness coaches to understand how an app like StarTrainer could impact their interactions with their clients. Additionally, I would have preferred for the bulk of the foundational research to involve surveying participants at prime locations such as gyms and outdoor parks to gain further insight. 2 Case Study #2 Slide 8 Frugo - App and Responsive Website Concept Account Creation Flow and Overall Functionality Tools and Methods Featured: Usabililty Studies User Stories Competitor Analysis Research Brief Research Limitation Project Overview Persona Slide 9 Number of Participants: Unfortunately, the Low-fidelity unmoderated usability study only included 2 participants. However, I was able to recruit 4 more participants for the High-fidelity usability study. Goal and Process - The primary goal of the Low-fi prototype usability study was to determine the ease of the account creation flow. Whereas the objective for the High-fidelity prototype was to assess the general structure of the app and learn of any gaps in its functionality. I used mostly word of mouth, text, and voice notes to recruit and guide participants through the study. 2 *Full documentation linked in the appendix Frugo is a platform concept that would allow users to manage their wealth. Users would be able to track their spending and determine which activities consume the largest portion of their monthly income. Users would also have the ability to set goals and guidelines to better manage their spending habits. Jameson is an incoming college student who needs an app that can help him cultivate a habit of saving and budgeting because he wants to start paying off his student loans by saving $500 a month. Name: Jameson Age: 17 Education: High school diploma Hometown: Exton, PA Family: Lives with parents Occupation: Student Jameson’s User Story Competitive Analysis Slide 10 2 Key Findings from Competitive Analysis Target Audience - Two of the three competitors that I selected: Mint and PocketGuard, were also targeting young adults. However, neither platform was specifically directing their marketing efforts towards young adults who have limited experience with money management. Tone - While both PocketGuard and YNAB conveyed tones of authority, Mint kept their tone refreshing and friendly. With this in mind, there could be A/B testing with Frugo to determine which tone is more inviting to young adults. Accessibility - Though YNAB rated low on descriptiveness and diversity in featured photos, their web platform was very accessible. Click here to see full-sized analysis Concept Development: Next Steps Themes and Insights Unmoderated Low Fidelity Usability Studies Slide 11 2 Theme 1 - Order of Questions: Insight 1 - Participants expressed that the ordering of the questions was confusing. Questions should be listed from most to least significant. Theme 2 - Comfort with Money Management: Insight 2 Participants may not have a wide range of experiences with money management. - The scale used to gauge their comfort level with money management should be more exhaustive. Theme 3 - Quick reviews: Insight 3 - Participants mentioned that the user’s money management goals could affect their money-saving habits. The app should ask about the user’s goals. Affinity Board I really enjoyed working on this prompt. If I had the chance to further develop this project, I would: 1 App Adoption Research Conduct research on the success of the app in regards to its effecti v eness in helping users form new money management habits. 2 Educational Resources Add more educational resources for users to learn more about money management, especially ma k ing sure to pro v ide lessons in different formats. Features Add features such as alerts to notify users when they ha v e exceeded their budget in a certain category. 3 C lick here to see full- si z ed board Learnings and Ideals Research Summary Slide 12 2 The problem I addressed with this prompt is that only 35% of individuals between the ages of 15 and 35 are financially literate. The purpose of this app would be to introduce financial habits to young people that will help them create and distribute generational wealth. With that in mind, I primarily targeted participants that were between the ages of 21 and 35. According to feedback from the usability studies, participants were receptive to the concept and goal of the app and noted that they could envision themselves using an app similar to Frugo. For these sets of studies, I was mindful to exercise increased flexibility regarding the formats and platforms I used to communicate with the participants. I relied heavily on SMS messages and voice notes which participants appreciated as it was more convenient for them to go through the prompts. However, of course, this meant that responses were not as comprehensive as they had been with the recorded sessions for instance. This tension certainly highlights the balance needed between creating convenience for participants and obtaining substantial participant responses. What I Learned: It’s very complicated to conceptualize a budgeting app. Primarily because there are many features that can be included. UXers and developers have to tread a fine line between not overwhelming users while ensuring users have the tools to help them efficiently manage their finances. Ideally, I would include younger participants in the usability studies that have not had any significant experience with money management. Since all of my participants had mental models for budgeting, they might have missed key features or lack thereof that money management novices could have noticed. Additionally, I would take the opportunity to continue learning about user interaction with the app through diary studies. 3 Case Study #3 Slide 13 adVenture Connect - Responsive Web App Profile Creation Flow Tools and Methods Featured: User Journey Map User Pain Point Empathy Map Research Brief Low-Fidelity Usability Study Research Limitation Project Overview Persona Slide 14 Participant Demographics: I purposely chose this prompt because of my inexperience with the topic. This unfamiliarity forced me to seek more background information about angel investing and solo capitalists. Notably, however, I was unable to connect with participants that had extensive knowledge of seed investments. Goal and Process: The objective of the Low- fi prototype usability study was to assess the profile creation flow. I also wanted to analyze the general structure of the site and the mobile app. The participants I recruited were mostly male and were younger than the target demographic. 3 *Full documentation linked in the appendix adVenture Connect is a platform concept that would allow users to browse the profiles of angel investors and solo venture capitalists. Users would be able to connect with other members based on criteria such as location and industry. Users would also be matched with investors based on their tailored profiles. Kevin is a 45-year-old solo venture capitalist who enjoys meeting other venture capitalists and industry leaders. Kevin is ready to expand his portfolio and take bigger risks. He is hoping to connect and potentially partner with other solo venture capitalists. However, networking has become more challenging in the virtual world. Additionally, all of the current networking apps are focused on connecting solo capitalists to entrepreneurs, not to other solo VCs. N ame : Kevi n A ge : 45 E d u cation : MBA H ometo w n: S alem, OR F amil y : W ife and Kid s O cc u pation: S olo Venture Capitalis t Ab o u t K e v in User Pain Points Empathy Map Slide 15 3 Kevin Thinks Feels Does Says “I want to easily be able to meet other solo venture capitalists without being a part of a firm”. Attends networking events with professionals from different industries. “Have you used other networking apps before in search of solo venture capitalists?” → Dissatisfied. 1 Networking Inability or lack of access to remote networking for angel investors and solo capitalists. Leaning back and smiling as he spoke. → Contemplative. 2 3 Industry Diversity Difficult to network with individuals in different industries. Su b s c ription s Subscription based groups are limiting and o ft en industry specific Learnings from User Journey Map User Journey Map Slide 16 The profile creation flow for adVenture Connect was the first instance in which I analyzed the components of a user’s experience while setting up a profile. I consulted other apps to understand the basics. However, I had to revisit the user pain points and the project goal in order to customize this flow for the target audience. 3 Click here to see full-sized map Learnings and Ideals Research Summary Slide 17 3 I conducted user interviews, which I then translated into empathy maps to better understand the target users and their needs. Due to the long-term effects of the pandemic, remote work and virtual events have become the norm. Thus, it was crucial for the app to include one key feature: the opportunity for users to connect regardless of their current location and the types of gatherings they prefer. All in all, this platform would be most successful if it allowed users to connect through experiences ranging from one-on-one coffee chats to large virtual networking events. What I Learned: I learned why some of the common UX/UI designs are acknowledged as best practices, especially when considering guidelines to which users are accustomed. One of the most difficult aspects of this project, besides study participant limitations, was making sure that the app was still accessible even with some of the less than customary design choices I made. Ideally, I would recruit more members from the target demographic as most of the information I gathered for the foundational research of this project was from secondary sources (forums and articles). I would reach out to individuals on LinkedIn that express interest in angel investing to better understand their perspective. Appendix Slide 18 Bio Case Study #1 - StarTrainer : Google UX Design Certificate Progra& : Resume i StarTrainer Goal Statemend i StarTrainer Competitive AnalysisY i StarTrainer Competitive Audit Repord i StarTrainer Foundational Research SurveyY i StartTrainer User StorU i StarTrainer Problem Statemend i StarTrainer Persona_ i StarTrainer User Journey MaJ i StarTrainer Lo-Fi Usability Study Research PlaN i StarTrainer Note Taking Spreadsheed i StarTrainer Affinity Boar\ i StarTrainer Pattern and Insight IdentificationY i StarTrainer System Usability Scale Survey Case Study #3 - Adventure Connect i Frugo Prioritized InsightsY i Frugo Lo-Fi Prototyp i Frugo Hi-Fi Prototype i Adventure Connect Competitive AnalysisY i Adventure Connect User StorU i Adventure Connect Empathy MaJ i Adventure Connect Problem Statemend i Adventure Connect Persona_ i Adventure Connect Journey MaJ i Adventure Connect Lo-Fi Usability Study Research PlaN i Adventure Connect Pattern and Insight IdentificationY i Adventure Connect Lo-Fi Prototyp i Adventure Connect Hi-Fi Prototype i StarTrainer Hi-Fi Usability Study Research PlaN i StarTrainer Usability Study Guid i StarTrainer Usability Screen Recording #Ê i StarTrainer Usability Screen Recording #à i StarTrainer Lo-Fi PrototypeY i StarTrainer Hi-Fi Prototype Case Study #2 - Frugo i Frugo Competitive AnalysisY i Frugo User StorU i Frugo Problem StatementY i Frugo Persona_ i Frugo User Journey MaJ i Frugo Lo-Fi Usability Study Research PlaN i Frugo Lo-Fi usability Prompt Response #Ê i Frugo Lo-Fi usability Prompt Response #à i Frugo Lo-Fi usability Prompt Response # i Frugo Affinity Board