The Church History and Family History Departments needed to better understand their user’s experience with their digital products and convention (RootsTech).

The products were difficult to use. Only professionals or extremely committed users would bear the frustration of learning to use the sites.

Many stakeholders assumed the members used the systems because their spiritual leaders told them to.

In truth, users often needed hours of one-on-one consulting to encourage them to use and to help them understand the website.

We focused on engaging the users with topics relevant to them and not based on the product team’s assumptions. We tested new methods and campaigns with users that improved system accessibility and usability.

Date:
2016-2018

Client:
www.familysearch.org

Methods:
Usability Test, Surveys, Email Campaigns, Guerrilla Testing, Design Sprint Workshops

Roles:
Research Lead, CX Designer, Interaction Designer