Discovery Research and Journey Mapping for a Government Website

Project Title: Discovery Research and Journey Mapping for a Government Website

Project Goals:

• Understand the data submission process and identify pain points for users of a government website through interviews and help desk ticket analysis.

Methods and My Role: I conducted discovery research with internal and external users of a government website, including remote interviews and analyzing help desk tickets. I created a user journey diagram and a presentation to illustrate the data submission process for stakeholders, identifying key areas of improvement.