This past week in ISM, I worked on continuing to list out all of the different inferences and how might we statements as part of the user research report that I am creating. Through this, I listed out different scenarios, sections, problem statements, and specific evidence that indicate different connections and patterns with the pain points that users face. From this, I was able to share all of my inferences and receive feedback during a phone call that I had this week with my mentor Ms. Quach. This phone call was extremely beneficial to me in terms of understanding the difference between problems statements and how might we statements in how both rely on specific evidence and stories from users, but how might we statements focus on the issues that users are facing and potential ways to ideate for those problems.
I also had the opportunity this week to conduct my interview with DMV employees to better understand their perspective and role at the DMV in terms of addressing user pain points. From this interview, I learned the role of employees in analyzing documentation and policy, assisting users with any questions, and the different initiatives the DMV has taken in terms of increasing their online presence and installing in-store kiosks to help manage issues with customer flow. I also got a little bit of insight into the DMV’s goals, priorities, and training process for hiring qualified employees.
Lastly, this past week I had another mentor call with Ms. Quach and during this call, we discussed my user research and inferences report and the different patterns and information I was able to gain from my interview with the DMV. We also discussed the next step of ideating different solutions through the process of sketching and creating wireframes. She also mentioned different methods and tools for prototyping and iterative testing which are the next steps that I will eventually go through. Overall this week was successful as I am in the process of finalizing my first phase of User Research and moving into Prototyping, and I could not be more excited to gain more knowledge, communication, and professionalism skills.
