UX research
Finding where the service broke down
Uncovering the real obstacles between Boulder County Arts Alliance and the people trying to use its services.
Context
Research first, recommendations second
I ran a research programme to identify the key challenges users faced while interacting with BCAA's services. Through interviews and usability testing, I surfaced pain points around service access and navigation that were not visible from the inside.
Those findings drove a set of design recommendations aimed at improving the overall customer journey and making the organisation's services more accessible. The deliverable was a prioritised set of actionable changes plus a proposed redesign focused on the digital interactions that were costing them the most.
- Role
- UX Researcher
- Timeline
- February to June 2024
- Output
- Prioritised findings and a proposed redesign
Replace this link with your research file URL. The old site pointed here, so it is kept as a placeholder rather than dropped.