Startup discovery research to discover if your idea is valuable
UX Research
Startup
Background
The founder of Icarus Lived had an idea that there can be a better way to search an d consume content online and wanted to build the new content platform.
My role
I was hired as a lead UX researcher to find out who are the target audience and if there are any gaps that the people feel like that is not being fulfilled. The goal is define the target audience and suggest MVP product.
I conducted 5 da
My work
Initial feedback
I worked with a product designer to come up with a "realistic" scenario and a design that reflex the scenario to test with the agents, so we can get a clear reaction on the idea. The findings indicated that the agents found the new structure hard to understand.
Synthesis document in Confluence
Future vision strategy
After few rounds of quick-fixes for the design and user testing, the result was still similar. The agents found the new commission structure too complicated. They were too busy and had life outside of work and the fact that they can't understand a payment was very frustrating to them and this resulted in mistrust in the company as well. Based on this feedback, I worked on possible future vision that reflects what the agents actually wants to learn about commission and how they think about their work and payment.
Current vs. future state flow
I drafted the future state flow based on the action user wants to be able to do for commission. When the flow of the current design was visualized, there were many clicks the agents had to take to get to the information they need, which caused confusion.
Quick fixes
I also provided the product designer with quick fixes to make sure the project can move forward.
Final result
After 8 months of design are research and convincing, the management went ahead with the new commission model and it resulted in the agents not wanting to work the hours to make sure they have a better multipliers. There were many misunderstandings and it lead to $$$ loss for the company.