The Challenge
The Problem
Our users are experiencing an increasing amount of noise when it comes to data delivery and our insight adoption and CSAT score was low.
Here are the top issues I had with the way we utilized the term INSIGHT:
- It was used throughout the UI to describe multiple types of data.
- Users did not know how to parse through, take action, or prioritize certain data because it was categorized similarly.
- Insights were expected to be regarded as top-tier pieces of information by users.
- The term "insight" had no set definition, structure, or quality threshold.
- Users reported feeling overwhelmed by the quantity of insights they had to go through daily.
- Users deemed the quality of the insights as low.
The Research
After holding a workshop with stakeholders on terminology, researching, working cross-functionally, and analyzing the problem through a content lens, I realized that the reason our users felt so overwhelmed by the data was because it was lacking categorization. What our team had been doing instead of categorizing the data was creating new features to house the data they deemed "different" leading to users having too many emails to open, tabs to click, and uncategorized data to parse through.
How I categorized the data
Engaged 1 on 1 with teammates and stakeholders to gather feedback.
Involved 1 respected designer that I had worked with previously on defining terms and who believed this solution was necessary. This gave my project more credit.
Found other teammates looking to solve this issue and teamed up for better results.
Created a deck to be able to present to leads and stakeholders.
Took the feedback I was given and tweaked where necessary while staying to true to what I believed would work.
