Sonya Badigian

Summary

NEED

The McDonald’s customer experience team was re-designing their mobile app loyalty program, and hired my team to conduct research and deliver a report & presentation on best practices for fast food loyalty programs.

We worked with McDonald’s to design a project that involved usability testing of 12 mobile apps in the fast food space, as well as heuristic evaluations of each.

CHALLENGE

The main challenge of this project was the project management: the volume of work was going to be difficult for our small team, all 8 of whom would have to be involved in some way in order to complete the project on the short timeline that was requested. And, the final report would have to appear cohesive and digestible, despite being the combined work of many people.

My role as a co-lead was to design templates, trackers, and materials that would keep the project organized and cohesive, as well as taking on my own share of the research work - recruiting, usability testing, and doing heuristic evaluations. I also wrote the test scripts and recruiting surveys that each team member used in their own portions of the research work.

Finally, I was responsible for the final delivery of the report & presentation.

IMPACT

The final deliverable was well received & resulted in a strong client relationship that immediately brought in more work from McDonald’s - both from the initial team I’d been working with, and another team that had sat in on the presentation. They delivered feedback that the information presented was thorough and easy to digest.