Mailchimp
Mailchimp is the world's largest marketing automation platform, based in Atlanta, GA. As a research intern at Mailchimp, I worked across the three subsections of our team to understand the people we're designing for, what motivates them, and where our apps fit into their lifestyles and workflows.
If you'd like to see a sample of my work from this internship, contact me!
Product and UX Research
Usability Testing
I conducted and assisted with usability tests on our Facebook Ads, Mobile Campaign Creation, and marketing automation features. For these tests, I worked closely with designers, developers, QA analysts, and marketers to translate customers’ mental models and feedback into design changes for future prototypes.
Our team's methods included both moderated remote and in-person testing, as well as group note-taking and debrief with plenty of sticky notes.
Survey Design + Analysis
I created and programmed a survey on customers’ marketing needs and channels to 100,000 active users and analyzed resulting data. In the analysis process, I collaborated with data researchers and customer support technicians to draw out trends and patterns from relevant quantitative account data and support tickets.
This combination of qualitative and quantitative methods informed a set of recommendations for product managers regarding possible products for various customer segments based on their business size and software usage.
Customer Research
Interviewing
For a project around characterizing users based on their e-commerce platform partners, I conducted remote phone interviews to speak with customers connected to various partners, such as Shopify and Magento.
Then, I summarized trends and patterns to create a report on behaviors and needs of customer segments based on their partners for product managers. Think of the deliverable as a low-level version of user personas!
Customer Visits
Our team regularly conducts ethnographic research by visiting customers' businesses around the U.S. and internationally. I planned and executed one of these trips to local businesses in Atlanta to see how Mailchimp fits into their (ever-changing) work routines.
This video is not of a research-based customer visit, but it captures the essence of visiting our customers' workspaces (which range from warehouses to homes!)
Market Insights
Competitive + Market Opportunity Analysis
Collaborating with others in the Product Management team, I assessed the competitive space, product positioning, and market fit for current and planned features.
I also completed ad hoc research briefs for other teams in the company to situate their needs in our market space.