More than a dashboard...

Users will make better decisions with easy access to their data

Remote Interviews
Remote User Feedback


The Product Owner developed a 2-minute video with his vision for a user dashboard. More than a dashboard, he wanted to make it an insight generator to help focus the user’s daily efforts.

An anonymous survey was sent to a group of users. The video was included in the survey and they were asked to rate their interest in using a system like the proposed dashboard, prioritize a list of features, and to list their biggest challenges.

The users were asked to volunteer to be part of the pilot study and were also asked if they would be willing to answer any follow-up questions.

The group of users who were willing to answer follow-up questions became the pool of users for interviews and feedback on the early designs.


The initial design for the home page only included insights about the user’s customers.

Rapid UX Research & Synthesis

16 interviews were completed in 2 weeks ahead of the team’s Design-a-Thon week.

Interviews were synthesized and a rapid research synthesis report was created and presented to the team.

  • Knowing I was under a very tight deadline, Trint was used to transcribe each interview
  • Based on my experience and expertise, I executed a keyword search on each transcript to rapidly summarize the information for the team
  • The information was categorized in the following way:
    • Demographics
    • Responsibilities & Goals
    • Notable quotes
    • What does their week look like?
    • What interrupts their daily/weekly plan?
    • What do they spend the majority of their time on?
    • What systems do they use to complete their tasks?
    • What do they consider a successful week?
    • What challenges do they face?


  • Their KPIs are used to determine their yearly bonus
  • The users have to calculate their KPIs if they want to know if they are on target
  • They can get the information to calculate their KPIs by requesting it from an offshore support organization. However, these numbers can differ from the ones their managers use, which they get from a different offshore support organization.
  • There is no single source of truth for the data they need to calculate their KPIs

User Feedback Sessions

User Interviews

 Individual sessions were conducted remotely with a subset of the targeted user group.

Four scenarios were used to evaluate the different wireframes created by the UX Designer.

These wireframes were primarily black and white to allow the users to focus on the content.

Before the users were shown a wireframe of their homepage, I asked them what information they wanted to see on their homepage.

The majority of users, 9 out of 10, wanted to see their KPIs on their homepage.

The home page wireframe was redesigned to include both insights and KPIs.

Follow-up feedback from users was very positive for this redesign.

KPI Dashboard

My Contribution

As the UX Researcher, I advocated for user interviews of the targeted user group.

Using an initial survey to gauge interest in the system and willingness to answer follow up questions, these users were my target group for the interviews.

Developing a rapport with the users allowed me to confidently reach out to them when the design was ready for user feedback.

I facilitated the initial round of user feedback sessions with the users. I created a user feedback and usability testing plan outlining a series of evaluations to grow with the project as the designs matured. 


© 2019 Lena Desantis. All rights reserved