hoME MADE EXPERIENCE
Client: Yarra Valley Water, Melbourne, 2020
Redefining the role of the water authority in the home development process.
#incontextinterviews #UXstrategy #mixedmethodsresearch
Redefining the role of the water authority in the home development process.
#incontextinterviews #UXstrategy #mixedmethodsresearch
Role: UX Researcher
Responsibilities
- Redefined the role and service offering of the water authority in the land development ecosystem by improving their customer’s end-to-end experience during the application process.
- Collated, analysed and documented existing research material into a research stock take spreadsheet for research gap analysis. Developed a research recruitment strategy, research protocol, one-on-one interview moderation and observation guides for 6 customer segments such as project coordinators, builders, plumbers, developers and home owners.
Collaboratively coded, analysed, synthesised interviews from transcripts using the Thematic Analysis framework to uncover global themes and the Thematic Schema. These informed the Archetypes, Archetype dimensions, UX design recommendations for the portal and design principle which were captured in a research report.
Delivered compelling presentations through creative storytelling and dynamic multimedia presentations to senior stakeholders.
Deliverables
- User archetypes
- Experience insights report
- Design principles
- UX and service recommendations
Dreamers are deeply invested, both, emotionally and financially, in their dream. Typically, it is a Dreamer whose property is being built or renovated. Because development can be intrusive and Dreamers have the least amount of knowledge about the land development process and easyACCESS, they are the most vulnerable of all users and depend heavily on YVW, Thinkers and Doers for support, knowledge and ensuring accuracy. Dreamers may have little budget to spare and so delays, incomplete or inaccurate information can be damaging for them. Many Dreamers work full-time and so they manage the administration of their land development during the breaks in their day or after hours. This can leave Dreamers feeling overwhelmed. Although, they are happy to take responsibility of their home development, life would be easier if the process were less mysterious and clear, information was readily accessible so they can have an informed conversation with Thinkers and Doers and feel on an equal footing.