Background

NomNom, now EnjoyHQ, is a SaaS product recently acquired by UserTesting. It’s designed to assist product and UX teams in efficiently managing various feedback sources and analyzing qualitative insights. By streamlining the process of identifying feedback patterns, NomNom contributes to enhancing products.

Trusted by renowned companies such as Twilio, Wix, UserTesting, and Tune.

Summary

45%

User Research: conducting user testing, information architecture (IA), user interviews, Jobs-to-be-Done, and data analysis

45%

Product design based on user research and data driven decisions, from wireframes to final mockups.

10%

Product strategy: played a key role in defining and shaping the overall direction and vision of the product, guiding its development and evolution.

Main projects I led and managed

Directed all research initiatives company-wide.
Onboarding flow redesign to be more intuitive and user-centric based on several research studies conclusions.
Revamped search functionality to enhance user-friendliness and accommodate new user needs such as complex search queries and user segmentation.
Enhanced NomNom’s Project feature to empower users in organizing their user feedback, research findings, and consolidating insights.
Implemented user-first processes throughout all departments, with a particular focus on the product team.
Established and continuously updated an online style guide and design system to ensure consistency and coherence in design elements and user experience across all digital platforms and products.
Contributed to the development and structuring of the product roadmap, collaborating with cross-functional teams to prioritize initiatives, align with strategic objectives, and ensure clarity and coherence in project planning and execution.

Research

As a product centered on UX and product teams, our primary goal is to deliver the best possible user experience throughout the entire app. We prioritize intuitiveness and strive for pixel-perfect design to ensure that every interaction is seamless and delightful for our users.

I assisted the product team in identifying improvements and features that could aid companies in:

Delve into the process of pinpointing the most relevant and insightful questions to address key challenges or gather essential information.
Translate insights into actionable steps.
Formulated and executed strategic plans to distribute surveys throughout the UX community with the aim of establishing an external user testing group.

UX presentation deck.

Card sorting session discussion.

To accomplish this and develop appropriate solutions, I:

Planned and executed remote usability testing sessions using tools such as Usertesting.com, Validately, Optimal Workshop, and others.
These tests were conducted with both prototypes and existing features to assess their usability.
Conducted interviews with customers to collect feedback on new and existing features.
Designed and distributed surveys across the UX community to establish an external user testing group.
Created personas and Jobs-To-Be-Done (JTBD) based on user feedback and previous customer segmentation.
Contributed to the information architecture of the app and website, including sitemaps, taxonomies, and terminology.
Scheduled regular show-and-tell meetings with the team to share results and conclusions, ensuring everyone stays informed and engaged.

New search brainstorm sessions wireframes.

New dashboard approach more focussed on NLP wireframes.

Documentation

Produced comprehensive documentation to visually depict ideas, user journeys, process flows, and research outcomes for the team.

These documents were meticulously crafted to be highly understandable and polished, as they were frequently showcased to real users to gather feedback on new improvements and features. They served as crucial reference materials, facilitating clear communication and alignment across the team and stakeholders.

Userflow: NomNom onboarding.

NomNom: Jobs to be done.

NomNom basic styleguide. This was helpful for later on building an online styleguide in Frontify

Mental model: making sense of customer feedback.

New search feature flow.

Some examples of what was delivered

Enhanced search functionality to assist users in filtering their feedback within NomNom.

Robust analytics tools designed to aid users in visualizing their feedback and research data effectively.

Capability to highlight and comment on the most significant excerpts of user feedback.

NomNom projects help users organize their user feedback and research findings.

Latest search version including query language editor, shortcuts and help.

Stats: feature to help users quantify their feedback easily with a full range of visualizations. This presents the whole feedback picture before digging deeper into specific customer issues.