2021–2022
Ultradent Usability Study
Objective: Determine if Ultradent.com is easy to use and identify any problems with the user journey.
Background: We wanted to understand how dentists work in their practice, current issues, and concerns they are facing in the industry. We also want to see how dental professionals navigate the website, research products, and the ordering process.
Benefit: This allowed us to perform an audit on our website as a whole and interview dental professionals on daily tasks.
Team: (self) Lead UX designer + UX designer
Results. Developed a roadmap of improvements for our FY22-24
18
Interviews
10+
Big Projects
7+
Small Projects
5
Personas
Audience: Internal
Process: Conduct user interview with over 18 dental professionals and incorporate eye tracking software evaluating benefits
Tools: Qualtrics, Email, Teams, Tobii
Develop usability study goals, questions, and timeline
1 Week
Initial qualifying surveys sent to targeted users.
1 Week
Scheduling surveys sent out to qualified users.
1 Week
Lead 8 remote moderated 1 hour remote interviews
2-3 Weeks
Collaborated with Market Research team to recruit additional participants
1 Week
10 in-person interviews conducted utilizing eye tracking software
1 Week
Compiled findings, user personas, customer journey
2 Weeks
Presented to stakeholders to determine priority and timeline for FY
1 Week
Observations
Informing users about their sales rep.
Dental professionals of physical medium for keeping track of inventory.
Expectation for personalized content when logged in.
Users appreciated our free shipping and were sufficiently informed about package tracking.
Themes
Provide clarity on current sales rep under their account on the website.
Offer digital tools to help our users keep track of their inventory
Personalization with relatable products they consistently order.
Adjustments on categories and products that are listed.
This means that free shipping and package tracking are important to many users.
Results
Developed and roadmapped over 10 projects and 7 smaller projects for our FY22-24 roadmap. 5 customer personas developed.
Presented to stakeholders reviewing goals and priorities. You can view some project requests.
5 Personas created. Conducted first research in persona's development for Ultradent.
Other projects
