Defining the User Research Process

As of January 2023, members of Concord’s product team conducted user testing ad hoc; team members frequently built plans from scratch, and insights from tests were not captured systematically. Concord’s CEO wished to address these issues while maintaining testing focus on the company’s customer base. Research was conducted on both internal and external usability practices. Afterwards, recommendations were developed, evaluated, refined during two rounds of testing with Concord customers. The result is a user research process which emphasizes the partnership between the product and customer service teams, and which leverages existing resources for minimal disruption to current employees.