Sorenson - CaptionCall Research
Company
Sorenson Communications
Brief overview
The goal was to conduct discovery research to gain more insights and learn more about existing pain points for customers that are using the CaptionCall wireline phones.
Project duration
1 month
My role & contribution
UX Researcher. I worked with a couple other UX experts (Chris Purdie and Doug Stringham) to put together a survey using Qualtrics. Once the survey was tested and verified, we sent it out to over 100 CaptionCall trainers to get their feedback on our customer experience. Once the results came back, I analyzed and conducted thematic analysis to derive insights and finalized research reports. The reports were then shared with the necessary teams.
Problem Statement:
What challenges are our users facing while interacting with their CaptionCall phones? Additionally, what does the day-to-day schedule of a Sorenson trainer look like?
CaptionCall Research Process: Summarized
Crafted a list of both short answer and multiple choice questions to get the survey started. Shared with internal team to get feedback.
Once the questions were approved, the survey was setup with Qualtrics. We piloted the survey with a test group to fix any errors.
The survey was sent to participants via email. Upon completion, results were analyzed and insights were extracted. Final research reports were created and shared internally and to participants as well.
Snapshots of the Process
Due to privacy & NDA limitations, the final report will remain confidential. Reach out to me directly at mageenat@gmail.com or report can be shared upon request during interview stage.
Resolution, Reflection & Impact
The process of manually analyzing the data took longer than expected. Now that AI has rapidly evolved, I would utilize AI tools like Claude to streamline the process.
Customer satisfaction increased by 35%! Internal communication across departments became more efficient and transparency/visibility improved.
Users want their feedback to been seen and acknowledged by businesses, and that’s where accelerated success rates and increased revenue generation starts.