Test Plan
A well-thought-out test plan with goals that are clearly articulated is the most important thing you can do before conducting any research. I will work with you to choose the most suitable research method based on your goals.
Interviews
When it comes to interviews, I can take care of writing the discussion guide, writing the screener questions, writing the survey questions, managing participant bookings, and conducting the interview sessions
Synthesis
Synthesising research findings is a unique skill unto itself. In addition to traditional methods of transcript review and theme categorisation, I have been actively using AI to identify ways to speed up the research synthesis process. In my estimation, AI produces a 20% increase in productivity when analysing research.
I recently asked ChatGPT to assess my skills as a moderator.
I fed it a bunch of transcripts where I was the moderator. Here is what it said.
Certainly! After reviewing the transcripts, here's an overview of Dario Civinelli's skill level as a moderator:
Overall, Dario Civinelli displays a high skill level as a moderator. His strengths lie in effective communication, adaptability, and the ability to create a comfortable environment for participants. These qualities enable him to conduct thorough and insightful discussions, making him an adept facilitator for these types of sessions.
Thanks, ChatGPT!
Client: a major energy retailer in Australia
My role: Lead UX Researcher
Objective
Understand the pain points in the energy tool. This included creating a baseline customer response to the journey as it exists today, identifying any friction points in the user interface that may lead to drop-off, and capturing general feedback and opportunities for improvement. Additionally, we wanted to test the appetite for tailored product- and service-based recommendations presented within the energy tool’s results.
Approach & Process
I interviewed 8 participants via video call. I began by exploring how they go about learning about larger, more important topics, such as energy use and consumption. This helped provide context as to the level of trustworthiness energy tool needed to provide. I then observed the participants using the energy tool.
Solution & Result
- Validated the consumer need for the energy tool
- Identified the 2 most important dimensions of energy tip personalisation
- Identified that the energy tool does not currently deliver on those dimensions
- Identified a strategic approach for delivering meaningful energy tips
Client: a major insurance provider in Australia
My role: Lead UX Researcher
Objective
Understand what information customers expect to find from the website when researching and making a decision on health insurance. Develop mental models based on their existing knowledge. Establish a baseline UX satisfaction metric using the SUPR-Q.
Approach & Process
I spoke with 17 participants via video call, split between mobile and desktop devices. Participants began by describing their health and fitness habits. They described their perception of private health cover. They described their specific private cover needs and how they would go about searching for cover. Finally, they visited the live website and browsed as if they were searching for cover.
Solution & Result
- Identified the top 3 items that customers are thinking about when considering health insurance options
- Identified the top 4 filters that customers want to see when searching for health insurance
- Identified the top 4 paths that customers take through the website
- Discovered a major usability error when searching for a particular type of cover
- Calculated the baseline SUPR-Q score for both mobile and desktop
Client: a tech startup in Australia
My role: Lead UX Researcher
Objective
Further validate the application of the consumer app.
Approach & Process
I spoke with 8 participants between the ages of 18- 45 via video call. They described some of their mobile phone usage habits, their experience participating with market research platforms, and their views on technology and privacy in this day and age. They were presented with the app concept and provided feedback on price and preferences. Finally, they provided feedback on the customer value proposition and website content.
Solution & Result
- Validated the core customer value proposition
- Demonstrated the need to further develop the secondary value proposition
- Developed a primary customer persona and channel acquisition strategy
- Identified the top 5 actions that a platform such as this must deliver on to be successful
- Identified the top 3 questions that potential customers want answered when visiting the website