During my internship at Visa I…
…contributed to 5 high impact projects, worked cross-functionally with design and product teams, and designed studies that addressed both user behavior and attitudes
…successfully lobbied Senior UX researchers to deliver an accessibility presentation to all interns (something they have now said they will do every year!)
…completed Data Science training every week as part of my professional development goals.
[take a look at my project summaries below]
(Lead) Moderated User Testing / Exploring Design Decisions Through User Tests
The Problem: The RTX (Real Time Experience) platform gives businesses access to real-time payments services and applications. However, onboarding businesses to the platform was clunky and difficult for new employees to navigate. Global Design developed a prototype designed to reduce cognitive load while improving the overall user experience, and they wanted to quickly evaluate their design decisions.
The research: Over 3 weeks, I recruited participants across Visa’s global employee base, created the research plan, developed the interview protocol and test plan, led pilot testing, moderated tests (n=10), and analyzed subsequent data. My decision to deliver results in Airtable instead of more traditional slides was well-received: teams could easily filter recommendations based on severity, recommendation type, and prototype area.
Results: The insights gained from this study led to actionable changes and quick updates to the prototype by the design team.
Unmoderated User Testing / Comparing Integration of Visa Service with Mobile Payments Apps
The problem: Mobile payment services have become increasingly popular. Unfortunately, people are often unable to send money to each other if they don’t use the same app. Visa wanted to understand how the introduction of a feature to bridge this gap might impact people’s behaviors and attitudes towards Visa while using this new service with their mobile payment app.
The research: Under the lead of a senior design researcher and through collaboration with fellow design interns, we designed and evaluated stimuli to be included in a large-scale survey (n=1,800). We then analyzed 135 unmoderated user tests via Usertesting.com, and synthesized data.
Results: This data was used to validate survey responses, with insights presented to Senior staff.
Moderated User Testing / Examining customer reactions to installment options during contactless payments flow
The problem: Contactless payments are a popular choice for Canadian shoppers. Visa was curious if the introduction of additional screens at the checkout kiosk introducing installment options would negatively impact the user experience.
Research: Working with senior designers and design researchers, I moderated virtual user tests (n=10) via Zoom and Usertesting.com, updated research protocol questions after initial tests, evaluated prototypes in Figma and InVision, analyzed and synthesized data, and developed recommendations and findings.
Results: Our research showed that people did not mind the introduction of additional screens explaining installment options so long as they could be easily dismissed.
Generative Research / Investigating Breakdowns and Painpoints in Senior and C-Level Workflows
The problem: Visa’s Global Product Design Team consists of design, design research, and product teams that work together to set the internal and client-facing design agenda. A senior design researcher wanted to understand the breakdowns and pain points that occur between these teams by interviewing staff at the Senior and Director levels.
The research: My team and I moderated and observed semi-structured interviews (n=10) with a focus on understanding how participants understood and viewed current workflows. I also participated in design thinking/ideation sessions using Mural with staff and researchers.
Results: Our findings helped uncover unspoken pain points in popular processes, while also encouraging collaboration amongst teams.
User Research / Determining what customers think about identity verification processes
The problem: Identity verification is an important but often tedious process that can sometimes turn people off from finalizing the purchase of a product or using a service. This research wanted to understand people’s behaviors and attitudes as they attempt to verify their identity using web and mobile identity verification options.
The research: On a 2-person research team, I developed the research protocol and plan, conducted moderated user tests (n=6), synthesized data in Mural, and developed a readout in Airtable with screenshots, insights, and priority recommendations.
Results: Our research showed that people were fine with identity verification so long as the process was not overly long or complicated.