UX Research Methods

UX Audit of Guest
Management Service

NYC

Over the course of several weeks, I completed a UX audit of a guest and event management platform including personas, competitive evaluation, and heuristic evaluation.

  • Personas
  • Competitive Analysis
  • Heuristic Evaluation

decorative image for Guest Audit

About The Client

Event and Guest Management

The client specialized in creating unique guest experiences for large and semi-exclusive events, and corporate experiences, using their unique platform. Internal to Conde Nast. Based in New York.

Agency Profile: DOOR3

Small digital consultancy delivering web services for small and medium businesses. Specializing in intranets and business applications.

Based in NYC with an office in Ukraine. Clients in the US and abroad.

Arial photo of NYC
  • New York
Arial photo of Kiev
  • Ukraine

Conducting UX Research While Remaining Flexible and Independent

Screen shot of Nielsen-Norman Group website

10 web usability heuristics from Jakob Nielsen.

My task was to evaluate and recommend solutions for the client’s guest management platform by applying user experience research methods as specified in the client contract.

As a contractor, it was important to quickly adapt to the company’s existing design patterns and stick to the plan.

As the sole UX Researcher/Designer assigned to this client, I initiated the start of each UX phase and worked independently to complete my task.

3 Phases of Research:

  • 1. Interviews & Personas

    I created six personas, which the client reviewed and validated. (See below.)
  • 2. Competitive Evaluation

    I evaluated competitors on design, industry conventions, and potentially useful features.
  • 3. Heuristic Evaluation

    When presenting to the client, I prioritized my findings based on the most critical. I relied on the NNG list as well as a few from AskTog.

Quick Look: Personas I conducted independent interviews with stakeholders to develop personas and understand roles, goals, and tasks.

The interviews fell into three buckets: key characteristics, internal questions, and key goals.

I learned the core users were internal to the client’s company, and their tool required a lot of training users could achieve higher levels of efficiency.

When presenting final recommendations, I emphasized improved productivity as a benefit in implementing usability improvements.

Internal Actors represent direct users.

External Actors represent secondary users.

Note: Images are replicated originals.