Top Task Analysis
The Challenge
The goal for this project was to inform a re-imagining of Infusionsoft’s priority feature, the Contact Record, by surfacing the top jobs for customers, along with the actions related to those jobs. This information would help designers know what functionality to surface, what to hide, special use cases for advanced users and what can be considered for end-of-life (EOL) based on actual customer usage and priorities.
My Role and Methods
My role was to drive research on a team that consisted of a Product Manager, another UX researcher and a designer. I determined the research methods, and managed the details, timeline and deliverables of the project.
Analytics were used to reveal top behaviors and actual usage, stakeholder and customer interviews revealed the “why” behind the data. Support and NPS data provided additional understanding into what was working and not working for customers.
The Results
The deliverable was a mind map, providing a visual to illustrate the customer top tasks and sub tasks. (Raw data was shared with stakeholders but is not being shown here to protect proprietary information.)
Designers and the product team used this quantitative and qualitative data-supported map to guide the direction of the redesign; this work is in progress as of December 2016.