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Fidelity Investments

After rolling out Microsoft Teams to all associates, the Digital Workplace squad responsible for the project needed to determine the plan for increasing adoption and for introducing enhancements that would provide an improved user experience. As a member of that squad, I worked to conduct discovery research to inform highest priorities.


Design Research, Product Management


How might we understand both how associates use Teams today and what features are most important to them going forward?

My Responsibilities

  • Conducted analysis to target participants based on digital tool usage and demographics

  • Devised questions and tasks, based on best practices associates would ideally emulate

  • Captured notes during interview sessions

  • Affinitized observations and quotes after all interviews had been conducted

  • Reviewed findings to determine trends



After determining the research plan as a squad, I pulled a pool of nominated associates’ digital usage data by writing SQL code to query the relevant databases, and then visualized that data in a dashboard in Tableau. I grouped the associates into three types of behavior patterns so the rest of the squad could quickly and easily understand what kind of Teams usage behavior each associate exhibited, and so we could make sure we had even representation across testing participants. In addition to accounting for usage, we looked to include associates across a range of ages, genders, accessibility needs, tenures, business units, management levels, and work styles (e.g. phone rep, frequent business traveler, flex worker).

tableau groups.png

We developed a script of questions to ask participants to ensure that sessions were standardized (as much as possible) and that we were collecting intentional information from each participant. We asked associates to both provide subjective feedback on existing and potential features and to complete tasks in real time, allowing us to take note of conscious and unconscious behaviors.

Affinity map in MURAL

As a squad, we organized our notes in MURAL, color-coded by participant and organized by question. We then created an affinity map of the responses, clustering similar answers and assigning headings to better understand the trends we saw throughout the user testing.

Action items slide from final presentation

Once synthesized, the findings were presented to Digital Workplace leadership and shared with business partners at Microsoft. The work informed both internal priorities - like future trainings and new communication formats - and external, technical priorities.

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