Plain Language: Content Focused Research Webcast
About
Content Focused research is the practice of analyzing how users interact with the product, service, or experience you’re designing. User research helps us validate our assumptions (hypotheses), ensure that we’re meeting users’ needs, and help users accomplish whatever goals they’re trying to achieve by using our product or service. Topics for this webcast include: Introduction – What is research and why does it matter? Types of research Research logistics Synthesis Additional resources
Your team may already be conducting Customer Experience research, or you may just be thinking about starting. Wherever you are, this workshop is intended to help you hone your research skills and feel more comfortable facilitating sessions. Some things to consider as you view this webcast: What are you trying to learn about claimants? What pieces of information might be most helpful in bringing clarity to your IT modernization strategy? Likert-style questions (scale of 1-5) might make analysis more straightforward, but practically mean little to claimants. Survey timeliness matters: Claimants who see a satisfaction survey immediately after filing haven’t yet received a decision on their claim-- they are unlikely to know if they filled out their information correctly. Use this opportunity to assess key performance indicators on successful online claim filing, such as time to complete, any major technical issues that might have prevented claimants from filing successfully, ease of use, etc. General questions about ease of use might be less productive if claimants filed their claim incorrectly but aren’t aware.
Webcast Presenter:
Kate Saul, U.S. Department of Labor
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- Resource Publication Date: 2023
- Posted by: Samantha Doak
- Posted in: Short-Time Compensation