FIELD RESEARCH TO LEARN CUSTOMERS USE OF SOCIAL MEDIA AND WORKFLOW

Kay worked with the Constant Contact User Experience team on the design, execution, and interpretation of customer field studies. In one project, our goal was to learn how Constant Contact users, most of whom are non-profits and small business owners, use social media to connect with customers, constituents, and prospects.

In another project we sought to learn how people coordinate their workflow when multiple people use a single account. The results from both of these studies helped the team gain a deeper and more practical understanding of how people use their products. The team shared these insights with colleagues within Constant Contact, and will apply these learnings to future product features and refinements.