To improve the existing tool and create a better second generation, the initial user study was conducted on the current tool to spot the usability problems and to define user goals and needs. Research methods included but were not limited to ethnography study, user interviews, and usability testing.

During the developement of T, we gathered user feedback through regular usability testing on both low and high fidelity prototypes. Online surveys were conducted occasionally to a larger group to provide quantitative research data.

From the initial user study, I created three personas representing three user groups with different goals and needs. I also generated user workflow and site maps to explore the ideas with the team about site layout and navigation.

Usability testing continuously provided feedback about user pain points and confusing features to improve the product.

I worked with developers to create wireframe and prototypes throughout the product design process. They were the main means in the project to visualize and communicate general user workflow or a specific feature. They were also used for usability testing.

User study results were presented in various forms from powerpoint presentations and bullet points in email to bugs and use case lists depending on the intended audience.

The product began by focusing on one persona that gradually evolved into three. The development team took customer feedback more constructively and engaged with users more frequently. As the product goals and user needs got clearer, we spent more time defining the "why" before figuring out the "how".