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.
The full research file, including the interview protocol, the usability session notes and the prioritised recommendations, is available on request.