DELIVERABLES

Workshop materials (template), explainer, report deck

METHODS

Stakeholder interviews, needs & constraints assessment

ROLE

Co-Facilitator

Objective

With no process for conducting research discover workshops, I was tasked with creating a framework for educating and recruiting stakeholders, conducting global workshops, and ensuring results are quantified and shared.

We gathered feedback from Support team workshops and cross-referenced it with customer feedback to ensure alignment in identifying flagged issues. 

This process allowed us to evaluate whether Support was effectively identifying the same concerns raised by customers, and vice versa.

To do so, I created the following resources:

• Research Workshop Lucidspark template

• Knowledge base content resources

Execution

We conducted two workshops with different Support team members to address invoicing issues. During these workshops, team members actively participated by listing known issues with invoicing and providing relevant use cases. 

Timeline

Collaboration

Recognizing the importance of involving all team members across multiple international timezones, we organized an asynchronous workshop to accommodate those unable to join live sessions.

We employed thematic analysis to identify and extract key themes that emerged from the data.

Impact

We were able to glean six shared concerns raised by both the Support team and customers that were actionable to the Ops, Product, and Design teams.

Reflection

This comprehensive approach allowed us to gather valuable insights and inputs from the Support team - enabling us to work towards effective improvements for the invoicing process, a key revenue driver.