Background:
During my time at CVS Health, I went from working on the Health Services train, where I conducted research relating to scheduling and the Visit Manager experience to conducting research across 7 trains within the Pharmacy solution.
During my time at CVS, in order to increase my competencies, I became a trauma-informed care practitioner to better interview research participants and create a safe research environment, and also worked extensively with the Inclusive Design/Accessibility team to identify key areas of collaboration between Inclusive Design and UX Research. That also led to me becoming certified as a Trusted Tester through the Department of Homeland Security and a Certified Professional in Accessibility Core Competencies in order to advocate for more accessibility research.
Research:
Planning
Due to the high volume of requests and needs that arise during our planning process, my team intakes research from the design leads of all the trains, within a ranked priority system based on our solution’s OKRs and our points of capacity within our Agile methodology. We gather the problem statement, the research objectives (or take time to translate designers’ desires into measurable research objectives) and discuss the methods of research to undertake, along with the timing and potential audience segmentation. We also prioritize based on what type of research should be led by the designer with research support, and what type of research should be led by the researcher. Sometimes, the research need could be filled with desk/secondary research synthesis, but other times I have conducted moderated concept tests, unmoderated usability tests, card sorts, tree tests and surveys.
Prepping
Once a research plan is established, I take the time to double-check with whomever I’m working with to see if there have been any shifts that have occurred because of our Agile process leading to shifts in timing. Based off of the objectives and success criteria, I develop questions for the scripts for testing, begin recruiting using UserTesting and Fable primarily, and set up dates for testing and an invite list to ensure all of the stakeholders are able to be a part of the process.
Running
I use my journalism and trauma-informed background in particular with moderated testing, as I try to create a space that is not extractive of participants, but allows them a sense of agency and a feeling that they are contributing positively. After some training and resources from Indi Young, I incorporate different listening strategies when I conduct moderated interviews, and I’m aware of body cues, when a person is hesitant to speak, and when we’re broaching an uncomfortable subject. The participant is a person first, and so I conduct person-first research that through the rapport I establish in a short time allows me to garner insights that others might miss.
Analyzing
Once testing is complete, I begin synthesizing based on my coded notes, and usually begin affinity mapping to find patterns. I’m a huge proponent of collaboration and making research collaborative, so I encourage guests, particularly those who are new/uncomfortable with the notetaking process to share, and give guidance on how they can improve. Once I start to develop insights and turn them into recommendations, one of my favorite parts of the process occurs: sharing it out! As an artist and performer, I love a stage, and speaking with shareholders isn’t different than working in sprints in grad school (making a new play every week) and waiting for critique from the professors. I engage directly and find opportunities not for compromises, but for working solutions based on timing, resources, and user and business needs.
Feel free to reach out to me for more details!
Diversity and Inclusion
I’m also a member of our research team’s Diversity and Inclusion task force, in which I have promoted conversations and reflections around diversity and inclusion in a number of ways:
Developing lessons within research office hours to teach designers research skills that focus on ethics and design safety
Developing workshops that are accessible for colleagues who are blind or low-vision
Collaborating on a screening toolkit that focuses on inclusive screening
Sharing my life story and mental health journey as a part of a company-wide storytelling series run by the Inclusive Design team to foster community and cultivate a space for tough discussions around what our customers may be going through and what they need.