iFeel, a mental health platform, invited us to embark on a comprehensive research endeavor to better understand various aspects of user interaction and perception. Their objectives encompassed a holistic view of the user journey. Among many other things they sought to uncover the triggers that prompt users to utilize their service, gaining insights into what motivates them and identifying potential barriers. Additionally, they aimed to gauge users' grasp of the service itself, delving into their understanding of specific features and roles.
To address the research questions established in collaboration with ifeel, we proposed conducting a user test.
This user test was divided into two segments:
After identifying key research areas, we determined the attributes our participants should possess. In collaboration with ifeel, we profiled both current and potential users.
The sessions were held remotely, facilitating the inclusion of participants from diverse geographical locations. Additionally, the ifeel team was able to monitor each session in real-time
After finishing the sessions, we dove into the data from the interviews, always with our research goals and questions in mind.
We uncovered answers to key questions:
With this knowledge, we got a clearer picture of how users interact with and feel about the service. This clarity helped the ifeel team shape a plan that really hits the mark for their users' needs. By putting this plan into action, ifeel has rolled out improvements that enhance the overall user experience, boosting their connection to the service.