Project Brief

In January 2020, I joined Kinaxis, a supply chain management software company based in Ottawa, as a UX Researcher. Our main product is called RapidResponse. It is a cloud-based supply chain solution platform that focuses on delivering end-to-end solutions in many industries. We are currently in a major transition from a desktop app to a new and modern web-based one. For this project, my primary responsibilities include investigating how customers currently use our software and evaluating new designs with users to ensure that our software suits their needs.

Research Studies

Goals: 

 

  • Gathering feedback on new designs and identifying usability issues and bugs prior to launch.

  • Developing a deep understanding of how users interact with RapidResponse (e.g., their unmet needs and pain points). 

 

Methods: 

 

  • Iterative Usability Testing

  • Contextual inquiry/Virtual Shadowing 

 

Research Process (e.g., Usability Testing):

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My Impact: 

The UX research effort was hugely rewarded across the company and had a huge impact on the ongoing product development lifecycle in several ways.

 

  • Stakeholders follow research recommendations: Major issues were addressed based on my research findings (included numbers, customer quotes, and video clips to get stakeholders buy-in).

  • Trust becomes established/UX maturity increased : Brought designers and developers into the testing sessions so that they can be a part of it and see first-hand what users want from the product. This democratizes UX Research so that everyone can benefit from the methodologies we use and the insights they provide. 

  • Recommendations from research findings inspire new features: Identified and prioritized recommendations (feature request and enhancement) with stakeholders. ​​​​

  • Build better customer relationships to increase response rate: Created master contact list (200+ users) and conducted tests with 102 users (41 customers).  

My Reflections:

  • Plan: When new to a project, it's important to conduct key stakeholder interviews because it gives you an opportunity to understand what problems they are facing and what questions they are expecting to get answered from research. It also helps you pick the appropriate method.

  • Test: In order to get stakeholder buy-in for user research, we can invite them to attend and observe research sessions, or provide them video clips and customer quotes.

 

  • After debrief: In order to plan ahead and track identified usability issues, it's important to have a regular meeting with designers to learn what new designs that they are working on, which ones need to be validated, and what issues have been resolved. 

  • Analysis: I've also learned that the findings from contextual inquiry have long-lasting usefulness. The journey map I created was still in use during the iterative design and development process.

  • Preparation: It's important to conduct expert review or heuristic evaluation on the software before inviting users to participate in the research study because from my findings, some of the 'Bad' results are known issues and bugs (some have been fixed already). By testing buggy software, the users will immediately focus on the bugs and not on the actual experience. 

Deliverables (examples):

PPT
User Journey Map

ABOUT

I'm Collin. I am a UX Researcher at Kinaxis, a supply chain management software company based in Ottawa, Ontario. 

 

Previously, I was a HCI Researcher at McGill University's Accessible Computing Technology (ACT) lab, advised by Prof. Karyn Moffatt and Dr. Carolyn Pang. My research focused on designing an interactive tabletop display to support older adults in learning how to use smart devices. 

I hold a BA in Communications from University of Washington and an MS focused on Human-Computer Interaction from McGill University. I am passionate about studying, designing, and building new technologies that can better accommodate a diversity of needs.

CONTACT

I am always looking for new and exciting opportunities. If you enjoyed looking through my work and would like to know more about me, please contact me!

Email: zhiqin.wang@mail.mcgill.ca

Phone: +1.613.700.5491

​2020 Collin Wang