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Platform Web 

Company BroadSoft

Role Research Lead 


We partnered with an external testing group in San Jose. My role was to create the initial test plan, coordinate all testing with the outside group and track the initial outcomes on the day of the test. We conducted a total of 10 one-on-one sessions, all 60 mins each.



10 users tested. Ages ranged from 25 to 55 years old. The types of users we targeted were professionals and had a variety of roles including Account Managers, Office Managers and Executive Assistants. 


Goals of the test

  1. To measure baseline tasks of My Phone: How well can users check voicemail and call history 

  2. Confirm that Call Settings are easily understood and useable.

Final Task List

  • Check/Play Voicemail messages

  • Delete VM message

  • Change VM greeting

  • Send VM to email

  • Call forwarding

  • Simultaneous ring

  • Sort Call History

  • Delete Call


Testing is meaningless without action. Along with the team, I tracked what "quick wins" we could do immediately, and then began to mockup explorations for harder problems.  

Screen Shot 2020-01-12 at 2.02.44 PM.png

Some Priorities that came out of the test included: 

  1. Playing Voicemails: participants struggled to find how to play a message; all users downloaded messages instead. The users thought the checkbox, which applies to delete and download, were the only options available.

  2. Scrolling: participants had trouble scrolling down through options on Voicemail Settings and Call Settings

  3. Change Greeting: participants had trouble find where they would need to change their greeting


I started with outlining the problem and then diving into possible solutions. 

Screen Shot 2020-01-12 at 2.11.19 PM.png

Below is an example of an exploration. For the particular issue listed above, I did 10 explorations, before picking 3 to show to stakeholders. 

Screen Shot 2020-01-12 at 2.15.12 PM.png


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