Skip to main content
Client
Citation
Role
  • Senior User Researcher
About Citation
  • The Citation Group offer unrivalled compliance and quality services to over 100,000 businesses across the UK, Australia, New Zealand, and Canada.

Challange

The challenge involved overseeing and enhancing the user experience across all of Citation’s products during a period of transition, where the system was still under development and not fully stabilized. As a Lead UX Researcher, the role required expanding the user research culture and strategy within the company. This included managing user research efforts across multiple products, conducting user testing, and providing actionable insights to the product team.

Approach to the Problem

The role required leveraging both moderated and unmoderated remote user testing tools, analyzing Google Analytics data, and regularly presenting research findings to stakeholders to drive informed decision-making and enhance the overall user experience.

A comprehensive UX research repository was established to document all research efforts.

Additionally, a monthly company-wide newsletter was introduced as part of the UX research department’s efforts to keep everyone informed about the latest research conducted.

1. Onboarding and Initial Steps

Upon onboarding, the initial task was to contribute to smaller projects while aligning with the broader vision of enhancing Citation's user experience, particularly focusing on the Atlas platform—a key Human Resources and Health and Safety solution for SMEs. The approach began with developing a deep understanding of the platform’s user experience through a series of targeted research activities.

2. Research Process

A structured approach was employed for each project, starting with a briefing and then determining the most appropriate research methods, which included both moderated and unmoderated remote user testing.

3. Methodology

Typically, qualitative research was conducted through remote in-depth interviews with 6-10 users, or alternatively, unmoderated sessions depending on the project’s needs. Recruitment was handled using the customer database provided by the CX team.

4. Analysis and Insights

Post-research, data analysis was performed using tools like Miro with color coding, Excel for quantitative analysis, and other relevant platforms. Insights were shared with the team during playback sessions, ensuring that feedback and findings were effectively communicated. Based on these sessions, a task list was created to guide design enhancements, directly informed by user research.

5. Overseeing other Citation products

After successfully working on six different projects across several phases, the role expanded to overseeing other Citation products and leading research projects. This phase included delving into persona creation, end-to-end user journey mapping, and leading research efforts for a new product from concept through development. This expansion allowed for a more strategic and comprehensive approach to user research across Citation's suite of products.

Outcomes

The comprehensive research and iterative design efforts across various projects significantly enhanced the overall user experience for Citation’s products

By closely aligning design efforts with user needs through continuous feedback, usability testing, and strategic adjustments, the projects resulted in more intuitive interfaces, improved navigation, and more effective user interactions.

Through detailed user research, including moderated and unmoderated testing, persona creation, and user journey mapping, the team was able to identify key pain points, usability issues, and areas for enhancement. This process involved gathering and analyzing insights from users, which informed several rounds of design iterations and improvements.

For the Atlas platform, these efforts resulted in a more intuitive and efficient user interface. Specific projects, such as the redesign of the Employee Record screen and the Risk Assessment section, highlighted the importance of user feedback in creating solutions that truly meet user needs.

The Time Off and Health Test projects also benefitted from this rigorous approach, leading to clearer UI, better navigation, and more intuitive workflows. The research informed targeted improvements in the Holidays and Absence area and led to the simplification of processes in the User Management and Health & Safety sections.

In the Site Visit and Dashboard projects, user preferences for customization and engagement were closely examined. Insights from these studies led to the development of more user-friendly dashboards and site visit interfaces, such as flexible customization options and enhanced visual elements like charts and graphs.

8

Different projects with several phases

150

User research sessions

14

Detailed Playback Sessions

Contact for detailed portfolio

+44(0) 7492222636

ipek.delia@gmail.com