Bravo Participant Experience Feedback
The objective of this project was to meticulously chart a comprehensive roadmap, guiding the process from its inception (point A) through to the culmination (point Z). The journey entailed conducting, analyzing, and effectively presenting user feedback as a means to subsequently enhance and fine-tune the user portal on Bravo's website.
This roadmap was designed to serve as an invaluable guide, ensuring that every step of the process, from the collection of user input to the application of insights and optimization efforts, was well-structured and strategically executed. The ultimate goal was to harness the power of user feedback as a driving force behind the continuous improvement and refinement of Bravo's user portal, delivering an enhanced experience that resonated with the audience.
My Role
User Experience Researcher
Duration
1 month
Tools
Miro, Aha, Jira
Purpose
The core objective of this project was to establish a structured and repeatable process through which Bravo could collect Participant Experience Feedback systematically. This iterative approach was instrumental in identifying the most intuitive and user-friendly design solutions, not only for our product but also for enhancing the overall customer experience journey.
By implementing this process, we aimed to create a dynamic feedback loop that continuously informed our product designs, ensuring that they aligned seamlessly with user expectations and preferences. Beyond enhancing our designs, this approach also contributed significantly to refining and optimizing the entire customer experience journey, reinforcing Bravo's commitment to delivering excellence at every interaction point.
Objective
Our overarching goal was to establish ongoing collaboration with a diverse set of stakeholders. This collaborative approach aimed to achieve two primary objectives: first, to pinpoint the precise data we sought to gather, and second, to identify the key players who would play pivotal roles at different junctures of this roadmap.
These regular interactions with stakeholders were instrumental in ensuring that our data collection efforts were focused and aligned with our objectives. For instance, when there was a gap in understanding regarding the features and capabilities of our service, our Marketing team would seamlessly step in to bolster their advertising communications. This dynamic collaboration ensured that our data collection and utilization strategies remained agile and responsive to the evolving needs of our organization, ultimately facilitating the success of the roadmap.
Methodology
This project had its genesis when one of my colleagues initiated a discovery phase, offering a platform for us all to engage in open discussions regarding ideas and challenges associated with gathering participant feedback.
These dialogues proved immensely beneficial as they allowed us to tap into a diverse array of participant feedback ideas and opportunities from our fellow colleagues. This collective brainstorming session provided invaluable context, helping us to comprehend the full scope and significance of executing this project effectively.
Following these discussions, I took the initiative to translate the conceptual framework into a tangible plan. This involved the creation of a mind map, which served as a visual representation of the process unfolding in my mind. It was a methodical progression, moving from one parent task to the next while meticulously extracting the necessary child tasks that would complement each stage.
Upon presenting this mind map to my colleagues, I received their vote of confidence, and they entrusted me with the leadership of this project. Consequently, my responsibility expanded to crafting a comprehensive roadmap. This roadmap would serve as a detailed guide, offering precise information on every step, ensuring a clear path toward successful execution of the project.
Roadmap
The creation of the Participant Experience Feedback Roadmap provided a unique opportunity to delve deeply into the intricacies of each phase within the circular process of collecting feedback. Within this meticulously structured roadmap, I outlined a series of pivotal steps, each contributing significantly to the success of our feedback collection efforts:
Create or Recreate Feedback Touchpoints: Initiating the cycle, we focus on establishing or refining feedback touchpoints, ensuring that they align optimally with our objectives.
Design Timeline for Data Collection: A well-structured timeline is crucial. We meticulously plan when and how data will be collected, ensuring it is both efficient and meaningful.
Collect Data and Analyze It: This step involves the actual data collection process, followed by a comprehensive analysis to extract valuable insights.
Distill Data Findings: The gathered data is distilled to pinpoint key findings, filtering out the noise to uncover actionable insights.
Conduct Discovery on Data Findings: A deeper exploration of these findings is conducted to gain a profound understanding of their implications and potential areas for improvement.
Present this Information Internally: Effective internal communication ensures that everyone within the organization is on the same page regarding our findings and their implications.
Market Data Findings Externally: Externally, we share our data findings, extending transparency to stakeholders and the broader audience.
Receive Feedback from These Findings: Feedback isn't a one-way street; we actively welcome input and reactions from various stakeholders.
Work with Product Team to Identify Optimization in Process: Collaborating closely with the Product team, we identify areas for process optimization and improvement.
Start at the Beginning Again, Analyzing Feedback Touchpoints: With insights gleaned, we return to the initial step, analyzing feedback touchpoints anew and repeating the cycle, ensuring a continual process of refinement.
This comprehensive roadmap forms the backbone of our feedback collection strategy, promoting a structured and iterative approach that consistently enhances our participant experience and informs ongoing improvements.
Impact
Feel free to explore the comprehensive Participant Experience Strategy and Roadmap here [insert link].
Following the creation of this roadmap, my next step involved sharing it with my team for a collaborative review. This collaborative effort was particularly fruitful when working closely with the Marketing team, as their insights and expertise helped us optimize the roadmap further, ensuring it was finely tuned and ready for presentation.
The pivotal moment arrived when I had the honor of presenting the final version of the roadmap during a Bravo Wellness Townhall—a gathering that included all employees. During this presentation, I encouraged active participation by inviting feedback and ideas from the entire team. This inclusive approach not only promoted transparency but also enriched the roadmap with diverse perspectives.
Currently, Bravo effectively conducts surveys and utilizes other feedback forms through this streamlined process. The roadmap, in conjunction with the mind map, has been instrumental in crafting a standardized operating procedure. This procedure ensures that all data is collected with precision and that findings are thoroughly comprehended, contributing to the ongoing enhancement of our participant experience and the continuous improvement of our organization as a whole.
Conclusion
Receiving feedback from my colleagues at Bravo was not only insightful but also inspiring, as it reflected their genuine enthusiasm for gaining deeper insights into our participants and their needs.
This collective excitement has translated into increased support and buy-in from our stakeholders. It's remarkable how understanding our participants more comprehensively has paved the way for optimizing our business offerings within the realm of user experience.
Working on this project was an immensely enjoyable experience for me. It presented the kind of challenge I relish: taking something initially ambiguous and refining it into a well-defined, clear direction. I find great satisfaction in tackling projects of this nature, where the transformation from ambiguity to precision is not only fulfilling but also results in tangible benefits for our organization and the people we serve.