Project for: Nielsen Media Research / Commspoint

With this project, my first aim was to provide the Commspoint management team with the most accurate information in terms of UX and to help them make decisions completely based on user pain points and expectations while determining our vision.

Planned Flow

Please click the image to see the detailed flow

About the sections on the file

The purple area shows Management’s Direction and long – short-term plans. (If we do not speak with our Clients as Nielsen, I don’t think that the long and short-term decisions and plans that the management will make will be completely correct. I believe that this will be a problem for the future of the company as well)
Of course, our management’s plans will shape Commspoint’s road map, and this section is just related to stress this.

Yellow area: This is the section where the Commspoint roadmap is created with the vision of our Product Managers and the compiled information coming from each channel.

We have 3 sections as main feedback channels: UX, QA, and Customer support.

The boxes colored in dark green are sub-channels that currently provide data flow and are compatible with the planned tag system.

The boxes colored in light green are sub-channels that partially provide data flow and are “not completely” mostly compatible with our tag system structure.

The boxes painted in grey are sub-channels we need to work on and focus on for creating feedback data.

UX Section & Sub Tasks

UX Inputs (Suggestions): We are listing important UX issues about the CP

User Research: We have started conducting user tests to hear our users’ voices on important issues.

The first test we did was about Presentation Manager. (Please visit this link for more information)

Analytics: We use QuickSight to see users’ flows, drop-offs and get other important data.
We are periodically checking our tool data from a special interface coded for the UX team.

However, if we want to get analytics information about the specific features (fields, buttons, etc.) we are defining these parts for DEVs and they provide us with this information.

Quantitative Feedback (SUS, NPS tests) via TypeForm: In Q1, we performed the SUS test on users with the help of an external tool (TypeForm) in English and Portuguese.

We will also collect feedback using TypeForm to find out how satisfied users are with the presentation manager v1 feature.

CS Department Section & Sub Tasks

CS Input (Suggestions): We are keeping the CS team’s suggestions on our backlog file.
We created a backlog file with common field names for each department and every department fills user wishes into this document.

CX Reports: One of our biggest goals (still needs to be done).

User Handbook (Support / FAQ Page): A special handbook site has been created for our customers to understand the features & special settings in-depth.
It is planned that users will create their tickets here in the future.

1-1 Interviews with Clients: Periodic meetings with our users are planned.

QA Department Section & Sub Tasks

QA Input (Suggestions): We are keeping the QA team’s suggestions on our backlog file.

Final Goal

As the final goal; Ideally, data coming from all different sources will be collected in the pool by a tag system.

This tag system will automatically list the most mentioned features and automatically list the most important and desired requests and list them for the management team.

This process is still ongoing.

Note: Please feel free to contact me for more information about the related process.