ABOUT THE PROJECT

Why did I join the Voice of Customer (VoC) team?

I joined the VoC team as a UX researcher to collect real-time user insights through targeted surveys and user testing. By combining intercept surveys with usability sessions, I was able to capture immediate user sentiment and observe interaction patterns, helping to identify usability issues and optimize experiences across key touchpoints.

What is the app about?

Reading Window is an educational platform that connects teachers and parents to deepen their understanding of K–6 students’ interests, background knowledge, and cultural identity, with the goal of supporting and enhancing students’ reading skills.

Problem

low user retention

Outcome

I uncovered specific usability pain points and user preferences among teachers and parents.

OVEVIEW

CLIENT

Department of Design and Architecture at Southern Illinois University

INFO

Role
UX researcher

Team

1 product manager, 2 UX designers, 1 customer experience specialist , 2 developers & me

Tools

Medalia, Usertesting.com

What were the research objectives?

  1. Assess the overall ease of use of the educational app for both teachers and parents.

  2. Evaluate how effectively users complete core tasks such as sharing images and insights about students’ interests and cultural background, accessing reading recommendations, and reviewing progress to support K–6 reading development.

RESEARCH OBJECTIVES

  1. Gauge user satisfaction and likelihood to recommend the app to others (teachers to colleagues, parents to other families).

  2. Measure usability using a standardized tool (SUS) to benchmark improvements over time.

What was the research plan?

I created two distinct research plans: one for a targeted survey and another for a usability test.

RESEARCH PLAN

SURVEY QUESTIONS

What were the intercept questions?

1. How easy was it to complete this task?

☐ Very easy

☐ Easy

☐ Neutral

☐ Difficult

☐ Very difficult

2. Did anything confuse you while using this feature?

☐ Yes (please describe): ____________

☐ No

3. Do you feel this feature helps you support your child/student’s reading development?

☐ Yes

☐ No

☐ Not sure ye

What were the post-transaction questions?

1. How satisfied are you with your experience using Reading Window?

2. How likely are you to recommend Reading Window to another parent or teacher?

3. Please rate the following:

  • I find the app easy to navigate.

  • The features are helpful in understanding my child/student’s needs.

  • I can quickly complete the tasks I want to do.

4. What was the most helpful part of your experience?

5. What would you improve or change?