NICOLE PAPP
THE PROBLEM
The Merchant Success Manager role is fast paced and requires a lot of empathy, attention shifts, and independent problem solving. The team began seeing a lot of uncertainty and confusion around the roadmap ahead. Many Merchant Success Managers had great ideas around improvement that they wanted to share but they didn't know how to share them in a way that was anonymous and without bias.
MY ROLE
UX RESEARCHER/DESIGNER
I conducted user experience research and designed the user experience of the processes and tools we wanted to employ to address the key trends and opportunity areas for the Merchant Success Team.
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PROJECT OVERVIEW
This project consisted of the following:
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Working in a partnership with my teammate Matt Potocki which consisted of weekly check ins for progress
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User interviews of the Merchant Success organization to gain new insights and to validate the Feedback Room idea
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Synthesis of the feedback using data analysis
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Creation of the Feedback Room Website
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Presentation of the final project idea to the leadership team
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Pivot of the Feedback Room project objectives and branding to become the MSMs Helping Each Other initiative
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Continuously documenting each session of MSMs helping each other in a themed format
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Disseminating the weekly notes in an internal team wide series, enabling a larger scope of learning and impact
SKILLS USED
UX RESEARCH
Competitive Analysis, Consumer Journey, Heuristics Evaluation
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DATA ANALYSIS
Coding qualitative data, mapping out trends
DESIGN
Web design
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MY PROCESS
To remedy the trends our team was hearing about on the Merchant Success team I followed these steps:
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Discussed a process to tackle this project and created a project plan
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Both Matt and I had conversations with various Merchant Success Managers to understand their current sentiments around where the Merchant Success organization was doing well, where improvements could be made and the future road map of the department in their opinion
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We both documented the conversations we had through either recording our google hangouts or writing notes about the meeting
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We both coded the meeting notes into various themes and sentiment levels
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Met to discuss key findings and trends amongst our sample size
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Brainstormed various formats for Merchant Success Managers to provide feedback to our team
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Brainstormed a scalable process of synthesizing the ongoing data
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Brainstormed a format and cadence to present this feedback to the leadership team
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Outlined the entry points that a merchant success manager can provide feedback to us, depending on their persona
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Created a user flow out of the entry points outline
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Created a website that facilitated all of the potential user flows for three types of user personas that we identified
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Created a slide deck
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Presented the final project to our leadership team
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Gathered feedback from the leadership team
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Pivoted to a new project format called MSMs Helping Each Other
TOOLS USED
MICROSOFT EXCEL
MICROSOFT WORD
GOOGLE HANGOUTS & SLIDES
ADOBE PHOTOSHOP
KEY LESSONS
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Include the leadership team earlier in the project process to ensure project buy in and implementation
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Facilitating an open dialogue with Merchant Success team members is the fundamental offering of this project and it builds team collaboration
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Documenting key trends and discussion topics and sharing them with the team allows for more people learning about different perspectives and allows the leadership team to still have a pulse on topics that are important to their team
IMPACT MADE
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Facilitated an open dialogue with our leadership team around areas for improvement
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Shared key findings with the director of Merchant Success which contributed to the facilitation of an AMA (ask me anything) session and a team wide summit that focused on the roadmap for where the team was going
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Laid the groundwork for the team wide sessions facilitated by Matt and I which contributes to improving teamwork and bonding