Zero-to-one user research
Vivek Vijayachandran
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Posted Dec 23, 2024
This project focused on establishing structured user research to modernize the platform suffering from disconnected workflows and inconsistent UX.
Setting up a zero-to-one ResearchOps
NetX360+, Pershing’s flagship product for broker-dealers and investment advisors, suffered from disconnected workflows and inconsistent UX, reducing user adoption. This project focused on establishing structured user research to modernize the platform.
My Contributions
As lead, I transformed informal feedback methods into a structured research program. I redefined user journeys, optimized UX, and aligned the platform with modern standards, bringing cohesion to the user experience.
Outcomes
The introduction of structured ResearchOps drove a 12-point increase in CXi score and established a research-driven approach to continual platform improvements.
4 new revenue streams added
2 OKRs directly influenced by research
12 pts increase in CXi Score
User Recruitment Overview
Synthesis from User Interviews
Research as a Habit in Annual Events
Research Toolkit for Future
Consolidated User Insights Site