Across teams I was responsible for running generative & descriptive research, and at times user testing. I have also designed & planned information architecture research and branding & product ID surveys. While generally confidential, here are some examples of features that have been rolled out that are based on research I did.
With a PM I ran multi-phase comprehensive descriptive & generative research to understand, who the users of our financial features are, what they need and what typical cognitive models characterise them.
The insights we translated into requirements and with the entire team of designer, PM, researcher, engineers and data scientists, we ran co-design sessions. In iterations, we reviewed the prototypes that the designer developed based on the co-design sessions.
Revisions, user testing and further revisions followed. Additional screens that drill down into the data from the overview screen have been rolled out and are in work (confidential). All of them benefited from the initial comprehensive research piece with follow on descriptive research and user testing sessions - with a key being views that serve different segments of users at the same time. Number-focused details for financial experts and high level visualisations for executive and operational level staff.
The financial dashboard has had a big impact and is one of our most used and best adopted features. It is also an example of great collaboration that we established, when processes hadn't been in place.
Pushpay's Giving statements are a highly important feature. Because of that, I undertook further research to improve the flow in this feature and adjust it better to the users' language. This change raised our users' satisfaction with the feature and no more pain points were raised.
Before I left Pushpay, I undertook descriptive research & user testing for this feature to get the same success rate as with the Financial Dashboard. When I left, we were working on those improvements which also ended up being successful.