T-Mobile had conducted research, but I required more specific, tailored, and user-focused data to craft an informed strategy and delivery roadmap.
I analyzed and parsed through T-Mobile’s previous research of proctor-led workshops and used those findings to craft a fast, 1:1 approach to collecting insight.
I recruited small groups of customer service representatives and T-Mobile customers to conduct brief research using directed and non-directed interviews, “Guerrilla” usability tests, and other methods to undertand challenges and opportunies for future users and end customers.
“Just use our research. It’s pretty good, but the data might be a little old,” said the client.
I suggested “A new perspective might be valuable. We have scope for two brief workshops that could bring new insights.”
The client responded “Sound like a great idea!”
— WHAT I WISH WAS ALWAYS THE CLIENT’S
RESPONSE TO SIMILAR SUGGESTIONS