Summary
Join Sean Fitzell (User Research Manager), Sarah Han (Sr User Researcher), and Kayla Farrell (Sr User Researcher) as they walk through the process of creating effective and actionable job maps that are used to educate, align, and inspire.
Key Insights
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Mapping jobs, not just journeys, provides a fuller understanding of agent needs.
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The triple D challenges highlight the common issues of duplication, disjointed workflows, and user distance in growing organizations.
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Establishing a shared language among teams is crucial for effective collaboration.
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Focus on the context of agent work enhances the relevance of research insights.
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Creating a single source of truth helps prevent fragmented and skewed perspectives among stakeholders.
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Layering additional information can improve the utility of job maps for diverse user needs.
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Continuous updating of research findings is essential for maintaining map relevance.
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The project spurred discussions on workflow-centric rather than feature-centric design.
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Research should be a living process that evolves with user needs, not just a one-time event.
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Alignment among product teams leads to better prioritization and focused initiatives.
Notable Quotes
"The product team and the product organization are not real estate agents and we don't speak the same language."
"Our primary focus is real estate agents, but not everyone on the team had that kind of background."
"When companies are smaller, it's easier for more employees to speak to its users."
"We wanted to surface agents' day-to-day jobs and what their needs were around that."
"This job map became the single source of truth deliverable across the organization."
"We were missing that go-to artist's class that showed what the elephant looked like in a holistic manner."
"The more we grow, the more we get tapped on the shoulder for narratives around agent behavior."
"With this structure in place, the next phase should be a little faster."
"This is a living artifact, and we expect it to change over time."
"While we love Guy Fieri, we prefer to watch him on Food Network and not experience our own version of Triple D."
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