Qualtrics XM Directory

Establishing a reference point to track performance changes over time

Research Goals

As the dedicated researcher for Qualtrics’s XM Directory, I used a baseline study to establish a reference point to track performance changes over time. There were three additional research goals:

  1. Gain a holistic understanding of the product.

  2. Understand the user pain points.

  3. Develop a research roadmap for the following year.

Methodology

  • Analysis of Customer Service and Implementation question logs

  • Usability Evaluation with 10 participants

Deliverables

  • Usability Test Plan and Script

  • Google Docs White Paper

  • Google Slides Presentation

Impact

Based on my research, several modifications were made to the user flow of XM Directory, and the pain points identified during the study informed the product roadmap.