[Discovery] - Learning Center MVP - IRIS Call Center Author Research Plan Draft

[andaleliz]

As a UX Designer, I need to create a research plan so I can document the research's purpose, goals, hypothesis, and usability testing recruitment needs.

This ethnographic study should answer the following questions:

• What is the end-to-end current authoring experience like?
• How do you determine what content needs to be created? Is it just based on call center requests?
• How does collaboration with the business stakeholders fit into the content creation/authoring process?
• Who approves, verifies, and reviews content?
• What kind of content management life cycle process do they have?
  • Do they audit older articles?
  • How do they know when something becomes outdated and it becomes outdated or retired?
  • Do they rely on business stakeholders?
  • Is it random?
• What are their requirements are as part of the authoring experience?
  • Is it important to know who the content author was?
  • How do they use that information?
  • If info is identified as being wrong, is someone graded on that content?
  • Does it go back to that person to fix?
  • What are the data things that are created as part of their authoring experience that is used for processes that they may have? To support grading, traceability, etc

Tasks

• [x] Create research plan draft

[andaleliz]

Draft started

[andaleliz]

@jenniferlee-dsva I've taken this draft as far as I can until we know more about who we'll be talking with. Would like your input on a couple of things:

• There is so little I know about this that I don't have a strong hypothesis I'm hoping to prove or disprove. I think that's okay for the nature of this study, but if you have any hypothesis to add (I have 2), please feel free.
• Taking a guess that we could start research later this month. Is that realistic?
• Without knowing how many content teams there are, and whether or not they're distributed across many call centers, I have a placeholder for our participants section. I'm thinking we'll want to talk to at a couple of people in each role (manager, creator, etc). How does that line up with what you're thinking?