SWDE (Société wallonne des eaux)
How to identify areas of improvement on an internal communication platform?
Dec. 2020 → Apr. 2021 (5 months)
User Researcher - Freelance
Context
As soon as I finished my studies, I started to put in place a number of initiatives to find a professional opportunity. I quickly realized that networking was essential, both from a human and a professional point of view.
In this context I met Mathieu Dumont. Possessing an extensive experience, he quickly positioned himself as a mentor and asked me to join him on a short mission.
The SWDE, or Société Wallone Des Eaux, had set up a year prior a website which was conceived as a platform where the communication team would disseminate its editorial content. The site is public but its target is mainly the company's employees. The site also includes links to the company's intranet tools.
Appearance of the website nous.swde.be
My missions
The overall objective was to provide a comprehensive account of the level of satisfaction and perception of this platform by all employees. The workload was divided as follows:
Mathieu Dumont had already proposed the implementation of a qualitative method: a field study (interviews + observations).
I was in charge of the quantitative part: the online questionnaire.
“I had the pleasure of working with Matthieu on a 6-month research project. He is a designer with impressive quantitative research skills. Matthieu’s ability to design and execute the surveys impressed me. That skill often takes years to develop among UX experts. Still today, we discuss how to do better data analysis. As a user research expert, Matthieu earns my highest recommendation.”
Mathieu Dumont, Lead UX Designer, UX-Republic Belgium
Methodology
Outcome
Working together with Mathieu Dumont and the communication team, I was able to quickly design a questionnaire of 21 questions (maximum) using Google Forms. It was distributed to all the company's employees via email (Mailchimp). Insightful work on a diffusion strategy allowed to obtain good KPIs: 43% of opening rate and 21% of click rate.
Decision tree diagram used to clearly communicate the structure, logic and content of the questionnaire. The content has been masked for confidentiality reasons.
For his part, Mathieu Dumont was able to conduct 5 interviews with employees with representative profiles.
The aggregate of the analyses resulted in a comprehensive report with concrete recommendations. This report was then presented to the communication team.
Thanks to this mission I was able to use my solid scientific background to demonstrate my expertise in quantitative methods. The inclusion of a survey allowed us to offer a mixed method study of the inspected platform which allowed a more robust assessment.
Finally, I was able to demonstrate my ability to do collaborative work with multiple partners without impacting the speed of execution or the quality of the work provided.