Conducting user research for a Border Force digital service
Through Kainos, I conducted discovery and design research for the Border Force's team working on a new pre-approval digital service for the US Global Entry programme.
What I did
As the assigned UX Researcher for the product's Alpha stage, I assisted the team identifying different user types, motivations and specific needs, so they could design and build a user-centric experience. I conducted regularly user interviews and iterative testing across sprints, which facilitated direct user feedback into the workflow, identifying short-comings and opportunities for application development and improvement.
Also as part of my tasks, I designed customer journeys, research plans, wrote testing scripts, conducted user interviews and guerrilla research and reported insights to the teams. I worked embedded with the product team within Agile sprints, participating in stand ups and retro meetings.