User Research
Canopy
This work was designed for and is the property of SNTNL LLC dba Canopy.
Objective.
Through a variety of user research methods, gain a deep understanding of Canopy’s target customers and their needs. Enable internal teams to adapt our ideas – both current and future – to better meet these needs.
Outcome.
An ever-growing research catalog that represents the voice of the customer for Canopy products. This has empowered teams across the company to unite around the shared problems to be solved. Ensuring that we are building the right product, learning and adapting along the way to deliver a never-before-seen vehicle security product.
User Validation
In the early stages of the Canopy product, I helped with a deep dive into the security related jobs, pains, and gains of our target customers. Validation research evaluated a specific solution to ensure it was grounded in the actual wants and needs of target users. The outcome of this validation research allowed us to adjust our designs and product approach to ensure we were meeting user expectations as early as possible.
Research Methods
1. Kano Model feature evaluation: helps product teams to stay focused on the right features based on their likelihood to satisfy target users. We used the Kano Model to prioritize potential new features by grouping them into categories based on user feedback and desirability.
2. User Profile Canvases: describes a target user group in a more structured and detailed way. This allowed us to break each of Canopy’s target user groups down into their jobs, pains, and gains.
Product Pilots
Multiple pilots allowed for testing, validating, and iterating on the end-to-end user experiences related to Canopy’s hardware and software products.
Over the past 4 years, I’ve lead and co-lead research efforts to further understand Canopy’s target customers and ensure our products are meeting their security-related needs.
Research Methods
1. 1:1 interviews: moderated interviews enabled us to understand user perspectives, desired experiences, and expectations of a security product like Canopy.
2. Diary studies: pilot participants regularly submitted feedback via diary studies. This resulted in insights and action items for all teams to improve the customer experience with Canopy products.