The Project:
Liberty Puerto Rico is a telecommunications services company from Liberty Latin America, amidst their strategic and business goals the development of their digital channels and sales increasing was central.
Involved Entities
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The investigation challenge
As Lead UX Researcher I performed foundational and directional research with a focus on improving the user experience of Liberty PR clients on their website.
The Methodology
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People
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Semi-structured and Depth interviews
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Unmoderated and moderated ed user tests
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Card Sorting
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Tree tests
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Contextual Observation
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Journey map
Testing platforms:
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maze
Optimal Workshop
Quantum Metrics
Users:
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Users from Puerto Rico’s Panel
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Friends and Family from the Liberty Puerto Rico’s commercial team
Impact
Exploratory profiling of Liberty Puerto Rico’s clients was delivered by factoring in their consumption, uses, and needs surrounding telecommunication services.
Through an iterative process of testing and prototyping validation, a series of experience improvements were delivered by the UX/UI team with a focus on aspects such as content, architectural information, usability problems, contextual and socio-cultural aspects that define the Puerto Rican market.