Everbridge

For summer 2021, I worked at Everbridge on their Customer Learning Team as a UX Design/Writer Intern with a primary focus on user experience and digital strategy.
Role
UX Design/Writer Intern
Team
Customer Learning
Skills
Data Analysis, UX Writing, Graphic Design, Prototyping, Information Architecture, Digital Strategy, Personas

Projects

Project 1: improving the UX using tooltips

All work is confidential, please reach out directly to learn more about this project.
Intent
I aimed to decrease the high volume of contact upload related cases generated by customers.
Initial hypothesis
An increase in user engagement with the new tooltips will result in a decrease in contact upload related support cases.
Revised hypothesis
After releasing the tooltips, the Pendo data showed that people were not reading the tooltips, and the cases remained high. I had also noticed that while exploring the rest of the product, there were some pages that had an abundance of tooltips. This led me to conduct user interviews where subjects would complete a workflow solely based on the instructions within the older tooltips. I also looked into the contact upload process itself to see if there were inconsistencies between the user's mental model and the interface, leading to frequent errors.

My revised hypothesis was the reason for the lack of interaction with the new tooltips is because users have lost trust in the helpfulness of tooltips due to prior experiences with them.
Deliverables
The original scope of the project resulted inline tooltips that assisted users through the workflow. After broadening the scope to evaluating the older tooltips and design, I re-wrote the language for older tooltips and recognized where tooltips could be removed to minimize unnecessary friction. I also created an interactive prototype that exhibited how incorporating a more intuitive design would reduce errors.
Skills
Data analysis, Prototyping, UX writing, UX research, UX design, heuristic evaluation, product research
Lessons learned
It's incredibly important to consider all confounding variables when deciding if a pilot is effective or not. At one point, there was a case decrease but after looking at Salesforce data for the past couple of years, I noticed this was a seasonal pattern. Customers do not upload or update contacts on a regular basis, so it was important to consider this when looking at the case data.

Project 2: brand awareness using digital badges

Intent
I aimed to create more brand awareness for Everbridge by issuing shareable, digital badges to users that completed courses in Everbridge University.
Process
First, I communicated with multiple digital badging vendors. After discussing prices and features, I created price models and evaluated them based on which best fit Everbridge's badging needs. Then, I collaborated with the Design Team to create the badge graphic. After getting the badge design approved, I conducted user testing with customers who had recently received certifications to gauge the viability of the project. From the responses, we found that over 50% of recent customers were excited to receive badges.
Deliverables
Customized digital badges were issued to over 3,000 customers.
Skills
Digital strategy, graphic design, communication, price modeling, UX research
Lessons learned
When a project involves collaboration between many teams, it requires a lot of communication. I learned that it was easier to manage communications between the vendor, Design Team, my boss, and the rest of my team when I kept a record of the current problems we were facing before releasing the badges for better transparency.

Project 3: organization of product roles

All work is confidential, please reach out directly to learn more about this project.
Intent
I aimed to to create a foundation for new help documentation that is role-based and demonstrated how the various product roles overlap and work together to accomplish tasks in the product.
Process
First, I interviewed Account Managers to understand how customers typically divide the roles among employees. Then, I created personas for each product role and generated use cases based on data from Account Managers. I utilized the use cases to develop detailed workflows and then created a visualization for the Customer Learning Team with my co-worker using LucidChart.
Deliverables
Workflows created in LucidChart that demonstrate how different roles collaborate to accomplish tasks in the product
Skills
Information architecture, Product research, Graphic design, Persona building
Lessons learned
It's important to utilize different teams because you can't find all the answers on your own. Scheduling meetings with Account Managers and the Customer Success Team not only improved my communication skills but greatly improved my knowledge of the product.
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