I conducted discovery research for an insurance company that was looking to improve their internal product development processes - specifically around how to better integrate their Customer Relationship Management (CRM) personas.
Below is a presentation that summarized the research I conducted with subject matter experts (SMEs) over the course of 1 month.
Note: The presentation has been scrubbed for privileged information.
user interviews, qualitative research
Research lead
Shannon Hilker (Supervisor)
Note: Here's a link to the presentation should you need to go through it with a screen reader or other assistive tools.
Conducting an internal research project was a great way for me to connect with my new product team members.
It was surprising how many teammates had never been introduced to these CRM personas, as that meant that most of the team was relying on mental models of who the user is. Going forward, socializing these personas is crucial as this insurance company grows its digital team.
