Service

UX Research & Deisgn

YEAR

2021
‍

TIMELINE

10 Weeks: (7/23 - 8/31)

TOOLS

Figma

Notion

Slack

Zoom

Calandly

Team

Drew
Ball
Product Designer
(Matching Prototype)

James
Devenish
Product Designer
(Messaging Prototype)

Junyao
Feng
Product Designer
(CV Prototype)

Michelle
Liu
Product Designer
(Portal Prototype)
‍

Project Overview

Introduction

TIG was seeking a way to increase their net promoter score (NPS) and active rate, while decreasing post deposit attrition.

To achieve this, my team and I both researched & redesigned the communication experience between TIG, their interns, & the host companies. The result was a consolidated web portal.

Our Process

We consulted with both users and our client to determine areas of friction within the user onboarding process.

Research Goal.

Identify users' motivation, behavior and attitudes regarding their overall internship experience with TIG, and validate users' pain points regarding communication with TIG.

Objectives.

1. Validate participants' preferred communication methods while using TIG.
Q: How are participants' experiences communicating with TIG, internship companies, friends, & family?

2. Understand existing users' workflow with TIG.
Q: How do participants use TIG?

3. Find the user's breakpoints within the process.
Q: What would improve the experience for participants?

Methodology.

1. Interviewed 6 previous TIG participants
‍
2. Analyzed two years worth of NPS data (2020,2021)
‍
3. Analyzed 300+ exit interview responses for both in person and virtual internships

Persona

With the insights gleaned from user research we consolidated our findings to form the persona, "Patrica Miller." A 22 year old from London who lives with her parents but longs for a learning experience abroad.

Affinity Mapping

Following user interviews we organized the response data based on common questions or themes.
‍
After identifying patterns, we sorted each thematic cluster between the four empathetic categories, think, feel, says, does.

We then introduced a color coded scale. Each response fell within red, yellow, and green to indicate negative (red), neutral (yellow), and positive (green).

Journey Mapping

After identifying key the phases that TIG participants undergo, we paired quotes from the user interviews with each phase of the process. This exersize brought to life Patricia's journey.

Design Direction

We determined users needed efficient communication and consolidated interactions focused on support and guidance for the placement process.

To create this we honed in on four key areas.

1. Deadline and feature consolidating web-portal
‍2. Streamlined messaging integration
‍3. Resume assistance module
‍4. Company matching and scheduling functionality

Research Summary:‍Aspiring interns lacked task organization and swift communication during the onboarding experience with TIG employees.

Due to this onboarding phase isolation, interns felt unsure about the efficacy of TIG's services. They sought a greater amount of guidance and support with resume preparation and company matching.
We inverted the problem by asking "how might we fulfill this desire for more immediate communication, clarity, & support with deadlines and deliverables.