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Research Process and Tools

Moving Case Study Overview.png

Executive Summary: Workshop - Move to a New Dwelling


Objective: This case study aimed to explore the challenges faced by cross-country movers and ideate solutions to improve the moving experience. The goal was to guide CX Strategy Leaders in a workshop to generate actionable solutions.

 

Role: As UX Researcher, Designer, and Facilitator, I led the research, content creation, and moderated the ideation workshop.

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Workshop Participants: CX Strategy Leaders: 2 Managers, 1 Vice President

 

Tools: Platforms: Zoom and Mural

 

Research Methods:

  • Interviews: Conducted interviews with recent movers, focusing on cross-country moves to uncover common pain points.

  • Empathy Maps & Affinity Mapping: Created to visualize users’ emotional states and organize insights.

  • Secondary Research: Supplemented primary data with existing studies on moving trends.

  • Persona & Customer Journey Map: Developed to represent cross-country movers and their experience.

  • Ideation: Used "How Might We" Statements, Pattern Ideation, and Effort vs. Impact Charts to brainstorm solutions.

Overview of Research Process:

  1. Observation Stage: Due to time constraints, I interviewed four peers who had recently moved, focusing on cross-country movers. Insights revealed common frustrations, including high costs, lost or damaged items, and the stress of managing logistics.

  2. Evaluation Stage: Interview data was transcribed and analyzed, identifying key themes such as cost concerns, insurance issues, and emotional stress. Secondary research helped further validate these findings.

  3. Create Stage: I developed a provisional customer persona (Jennifer) to represent the target user. A customer journey map was also created to visualize Jennifer’s experience and pinpoint key pain points and opportunities.

  4. Reflect/Brainstorm Stage: During the workshop, CX leaders reframed the problem into a “How Might We” question to guide ideation. The Pattern Ideation technique generated 32 potential solutions, which were then prioritized using an Effort vs. Impact chart.

Provisional Customer Persona.png
Customer Journey Map.png

Key Findings:

  • Cross-country movers face unique challenges: high costs, lost or damaged items, and logistical stress.

  • Emotional pain points like frustration and dread were prominent.

  • Tasks like vetting movers and managing insurance were significant pain points.

Workshop Results: The workshop generated 32 solutions to ease the moving process, such as a move-planning app feature and a review system for movers. These solutions were prioritized based on their impact and feasibility.

 

Next Steps: Solutions were categorized by short-term, mid-term, and long-term goals. This user-centered approach guided the CX Strategy Leaders towards actionable steps to improve the moving experience.

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