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Turning user feedback into clear strategies

Reward Builder is an employee recognition platform.

Two screenshots of Reward Builder. The first one says "employee recognition and customer appreciation just got easier!" The second one says "our unique rewards!" and shows popular gift card options
Client
Reward Builder
Industry
HR Tech
Service
UI/UX Design
+ Expert Review
Team Setup
1 Researcher + Experts
Timeline
4 weeks

Goal

The Reward Builder reached out to us to learn more about their users' opinion on their system's advanced features, as well as their employee rewards and HR incentives components.

Challenge

For a comprehensive research we needed to recruit a diverse group of users, but fortunately it sounded harder than it was.

Outcome

The collaboration resulted in an in-depth research report. The identified user issues and design recommendations empowered Reward Builder to initiate the redesign of user flows and content organization for an enhanced user experience.

10
Interviews
10
Usability tests
30
Final report pages
Project timeline
The timeline of our 4 week project, from kickoff to handover
1 /
How we started

How we started

To make sure that the project runs smoothly we started our collaboration with a few days of onboarding. After that, we held a kick-off workshop using Miro. Here we talked about business objectives, current challenges of the platform, and finalized the project roadmap. We use this method to make sure that every member of the collaboration is aligned and our research can be fully prepared for the UX Audit.

Documentation of the client's business goals
Current ecosystem and processes
Assumptive matrix
2 /
Expert review

To make sure that the project runs smoothly we started our collaboration with a few days of onboarding. After that, we held a kick-off workshop using Miro. Here we talked about business objectives, current challenges of the platform, and finalized the project roadmap. We use this method to make sure that every member of the collaboration is aligned and our research can be fully prepared for the UX Audit.

User persona showing the goals, responsibilities, frustrations, habits, attitudes and skills of a middle-aged real estate agent
A young digital program manager's user persona
3 /
UX audit

Our researcher recruited small business owners, logistics directors, sales representatives, and design leads with to learn more about their needs. For recruitment, we used PingPong.

With the selected ten participants the researcher first had interviews followed by usability tests. We use observation-based research to capture a thorough sense of how users interacted with the website and how they use features. This research method helped us to find high-level design related usability issues in various flows.

Illustration of user experience that shows a decline of interest and increase of frustration as the user is requested to specify reward delivery, details and approval
4 /
Handover

As a result of the collaboration, the client received an in-depth research report. Based on our findings and expert recommendations, they’ve started redesigning Reward Builder’s user flows and reorganizing existing content.

5 /
Users' first impressions

📝 It’s clear upfront that they can use it for employee or customer appreciation
‍
👀 They all like the colors, look and feel
‍
📦 The variety of gifts and retailers
‍
💳 Customization of rewards
‍
💸 DUR for smart home supplies
‍
⁉️ No fee, no IT support and other benefits

KJ Minchew
Project Manager at
Reward Builder

"The UX studio team worked with us to create a highly collaborative process while still leveraging their expertise to help us meet our goals. The deliverables were well-defined and completed within the time frame laid out in the project plan. We greatly enjoyed working with UX Studio’s team, and we recommend UX Studio if you are working to take your platform or product to the next level."

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