Plan and conduct a focus group pilot exercise
Integrate UX research with external business partners
Learn how VIDAPAY can improve dealer invoices
Establish Precedent
Set organizational expectations and patterns for focus groups and similar research activities
Gather Findings
Collect feedback on the Invoice feature
T-CETRA as a company had never had a commited resource for collecting, interpreting, and driving improvements from user feedback. Luckily for me, the design staff who had been with the company before me had built a great line of communication to top leadership and instilled a sense of value for user-centered improvements.
Arguing for the value and necessity of focus groups wouldn't be an issue, but coordinating them and making sure they were successful enough to repeat would still be a challenge.
Ultimately the company-wide communication and partnership required to pull off the project -- along with the clear focus on user-centered values -- would mark a major success story for the design team. We were asked to share our progress with the entire company at our quarterly town hall to underscore for all emplyees how the T-CETRA team was working together and continuing to improve.