Wethos Analytics & Insights Infrastructure

MY ROLE:

Overall solutions architect - organizing people, process, and executing documents to reach project goals. Facilitated ongoing meetings to discuss challenges and rally team around user data

PROJECT BACKGROUND:

Our empathetic and driven team consistently performed user interviews, team retrospectives, and spoke with clients to better understand their problems. What we lacked, however was an infrastructure to turn these qualitative insights into quantitative trends we can make sound product decisions with. What our user’s biggest problem is right now is the most important question to be able to answer accurately - and we’re unable to.

CHALLENGE:

Create an infrastructure for turning qualitative insights into quantitative, so the design and product team can more accurately prioritize user issues.

USER RESEARCH:

Before executing we needed to consider:

How and how often the document would be updated,

Who would be responsible for updating,

As well as of course, exploring best practices for turning qualitative into quantitative insights and keeping a living document like this updated.

Ultimately, it mattered less who did it or how, but that we had a legitimate understanding of our clients most critical issues.

HYPOTHESIS:

The product team was already performing retrospectives, and the account team client interviews post project. Add to their line of questioning in order to ensure interviewees have room to respond authentically on our service.

Break out their responses by theme in order to create trends overtime.

Align on a process for feeding these interview responses back to the myself until the Product Manager has bandwidth to take over the work.

RESULTS:

Created an infrastructure for prioritizing user issues

Identified key user issues that we were able to build against

Diffused internal disagreements by focusing on storytelling from data, not assumptions