Company: The Advisory Board Co.
Role: Lead UX Designer
Goal: Improve user training and reduce support cost
Duration: 4 months
The focus of this project was to design a framework for our delivery services within which they could design and measure targeted user engagement initiatives. I began with designing a 4 step ladder for building a better user engagement:
For each of this steps I have identified pain points, measures and the corresponding metrics. The delivery team designs initiatives which they now can assign to a vertical goal and metrics to measure. Providing this frame-work for them allows them to have a much more targeted approach to building user engagement.
User Engagement also provided a platform for me to develop a number of individual projects to test different features and ideas, without falling within the development cycle. One of those inititatives was to create a set of user avatars to entertain the users which sometimes spend their whole day in the application working on fairly repetitive tasks.
There are numerous other projects that are currently being tested within the framework, anything from coffee mugs to new remote training processes. All of these initiatives are now structured around a single user centered goal.