In-Depth Employee Interviews
Fortune 500
Mass Media Firm
Goal:
The goal of this study was to identify opportunities to improve user satisfaction with the firm's IT support infrastructure, to reduce the total cost of operations, and to increase business efficiencies.
Process:
Conducted employee interviews in order to identify opportunities to improve user satisfaction with the firm's IT support infrastructure.
Client
Fortune 500 Global Media Company
Role
UX Researcher
Methods
In-Depth Interviews,
Data Analysis
Tools
Qualtrics
Overview
In order to better understand and improve the products and services provided by the firm's technology services division, my team conducted in-depth interviews of employees across multiple businesses units.
The goal of this study was to identify opportunities to improve user satisfaction with the firm's IT support infrastructure, to reduce the total cost of operations, and to increase business efficiencies.
My Role
My role during this project was as a UX Researcher on a team of 3.
I was involved with the following stages of the process:
-
In-depth employee interviews
-
Data analysis
-
Presenting findings to stakeholders at client's firm
Methodology
In-Depth Employee Interviews
The 50-minute interviews were conducted between November 2019 and February 2020. Myself and my team followed a structured interview script which aimed to understand the employee experience of using a mix of products and services daily.
In addition to the moderation, the firm's employees acted as scribes, who recorded participant responses and sentiments in a Qualtrics survey.
The interviews were conducted in-person with a sample group of 76 employees:
-
14 employees at a news station in Boston, MA
-
8 employees at a news station in Manchester, NH
-
54 employees at headquarters in New York, NY
Of the 76 participants, the interviews were conducted across the following business units:
-
TV
-
Magazines
-
Advertising
-
Newspapers
-
Finance
-
Human resources
-
Technology services
-
Legal
Data Analysis
After conducting interviews, we analyzed and synthesized our findings. Based on our analysis of employee responses, we determined:
-
Which tools that had the highest impact to employee productivity (in time)
-
Opportunities of improvement in the suite of products, services, and tools currently being offered
-
Which tools provided the highest levels of employee satisfaction
-
The overall ratings for each tool discussed during the interviews
-
The general sentiments of the tools, products, and services used by employees on a daily basis
Client Presentation
At the end of the project, we created a presentation for the client to communicate our findings as well as provide recommendations.
Limitations and Challenges
Throughout the project, especially during the data analysis, limitations and challenges arose:
-
Small sample size across business units
With 76 participants spanning across 8 business units, the small sample sizes were not representative of the entire business unit.
-
Context not provided
Our team did not have context into what resources the technology division at the firm possessed in order to make our recommended changes.
Results and Reflection
The final report was presented to the stakeholders at our client's firm. Our clients were pleased with our qualitative and quantitative findings from the in-depth employee interviews, saying that they recognized that our research was only the start to a much longer endeavor.
If the team were to continue the project past the final deliverable, some next steps would include:
-
Conducting additional employee interviews in alternative locations to get a more representative sample size of the employees.
-
Focus recruiting efforts on business units that had smaller sample sizes.