In 2020, my four month stay at On-Off Group was my first introduction to the working life and it was an experience which solidified my desire to delve into the UX field. As interns, we were given ownership over an actual client UX Research project which was the Learn Tagalog Fast (LTF) company with their new app.
To start the project, we needed objectives. Objectives are important because I always need something to go back to and re-align with. The objectives presented in the research plan were grouped into two categories:
Along with the objectives, we also had the following methodologies for the research: User Interviews, Usability Tests, Affinity Mapping, Persona Creation, User Journey Mapping, and SUS Questionnaires
How might we encourage user progression in the app as ways to increase revenue?
- How might we increase subscriptions for the app?
- How might we create customer loyalty and encourage users to take online classes with LTF?
Gather user feedback for the app
- Identify areas of fallout in the LTF app
- Identify the short-term goals & long-term goals of users
- Measure satisfaction of app content and design
As the company did not have personas for the users of their app, there was much freedom in recruitment screening as participants would should have at least one of the following qualifications:
Recruitment was done through LTF's referral as well as advertising on social media in a span of a week. Six (6) participants were gathered for the research.
During the recruitment process, discussion guides for the User Interview and UTs were made. Discussion Guides serve as my script when conducting interviews and is divided into different parts:
The User Interviews and UTs were conducted through Lookback. Prior to the test, participants were onboarded and guided with navigating Lookback two days prior to their scheduled session. There were also cases of technical difficulties in which Lookback did not work for the participant, hence, Google Meets was used as back-up for the sessions with participants having to share their screen.
Throughout the sessions, my fellow intern served as a note-taker for the session. Only important notes and verbatim comments were collected and were typed in our Miro board.
In the same Miro board, my fellow intern and I conducted affinity mapping with the notes and grouped them based on the flow of the discussion guide.
Based on the data, we surmised 2 different types of Personas for the LTF app and were based on How Learners and Why Learners. With How learners being beginners to the language, who frequently ask questions like "How do I say this? How do I spell this?". Meanwhile, Why learners are those who identify themselves as intermediate learners who are delving more into the theory of how words and sentences are constructed.
The personas were also created through the use of Miro:
User Journey Maps were also created based on the findings from the UTs as well as the personas and were also created in Miro:
Recommendations and suggestions from the participants were combined and were created into actionable suggestions to the clients through mock-ups created through Figma.
The mockups retained the personal style and some original design components of the initial LTF app but with additional features and tweaked designs.
I am a sucker for great critiques and I would very much love to hear feedback about what you think about this particular case. May it be suggestions,
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