The Problem

The Smartsheet web team worked on redesigning the website (launched in July, 2019). Prior to launching the new website, I conducted a qualitative benchmark study to set target metrics and measure the user experience. The findings will be used to inform the design of the new website. Once the new website was launched, I conducted another study to compare the user experience of the previous version to the new.

My Role

• Facilitated UX Research partnership with brand & marketing

• Ran a series of qualitative benchmark studies

• Created study plans and discussion guides

• Screened and recruited participants

• Analyzed and reported findings

Challenges

From a pilot study, I learned the original tasks I instructed did not provide the data our partners was looking for. Partnering with our brand team, I iterated on our approach to the study so the findings were even more relevant and reliable.

Results

The web team launched the new website that included several changes inspired from the findings. There was a significant improvement around communicating what Smartsheet is, how it works, and what makes it different from other tools.