Overview
About the project
Grafana's agent configuration management involves the oversight and optimization of multiple agents tasked with data collection. These agents gather data from diverse sources for analysis and visualization within Grafana. However, managing numerous agents can be complex, often leading to prolonged troubleshooting periods when issues arise
My Role: I was responsible for UX research, user flow development, participation in calls alongside Customer Success Managers, data synthesis, conducting participant interviews, and delivering presentations to stakeholders, as well as the entire UX team.
Impact: The new internal panel management system saves Grafana $120,000 annually.
Contribution
Research, Project Management
Team
Melody Yu, Andrej Kiripolský
Timeline
June 2023 - Sept. 2023 (3 months)
Information
In the summer of 2023, I undertook a remote internship with the Grafana UX team, which included an onboarding experience in Austin, Texas. Over three months, I served as the sole UX Research Intern, working to enhance Grafana's Agent Configuration and Panel Management n internal UX research participant sourcing platform. I collaborate closely with senior UX designers, researchers, and cross-functional teams, contributing to two key projects focused on refining these systems.
Addressing the Issue
How can we enhance the efficiency of our current participant panel of 1500 customers while introducing a new participant recruitment system? This is a critical question since UX designers and researchers heavily depend on the existing panel. However, it presents several challenges, especially concerns arise when individuals can't recall their sign-up information and subsequently express worries about the security of their private data
Discovery
The pivotal factor behind our success was the in-depth user flow diagram. It enabled a thorough analysis of all participant access points, fostering empathy for user journeys and a deep understanding of system functions, facilitating effective future adjustments. This user flow provided three key benefits:
Project Plan
Analyzing competitor sign-up forms and utilizing insights from our user flow analysis, we standardized our sign-up process. This enhanced discussions with CSM Chris on panel management best practices, reducing the need for high-level questions. Our email exchange and a key Zoom call significantly expedited our research, halving the timeline and ensuring a timely presentation.
Final Outcomes
After thorough research, we delivered three key outcomes: a redesigned sign-up form featuring new questions, a completely revamped participant panel to replace the old one, and a concise three-page UX research best practices handbook. While discarding the old panel may seem daunting, a fresh start brings new opportunities.
We used this data to revamp our panel and practices entirely. We introduced a new sign-up form for new panel members to collect specific information, such as role name, seniority, Grafana feature usage, and more. This form was developed in Optimal Workshop due to limitations in the existing User Interviews sign-up form.
Our comprehensive set of principles and best practices for utilizing the new panel and conducting future UX research can be found within our concise three-page best practices handbook.
Impact
Each study needs anywhere from 10-20 participants.
External Panel Cost: $110 (per participant) * 20 (participants) = $2,200
Internal Panel Cost: $20 (per participant) * 20 (participants) = $400
We can achieve over 80% cost savings in recruitment. That's a $120,000 difference per year!
Learnings
Balance Between Speed and Perfection
In this fast-paced project, maintaining equilibrium between meeting deadlines and addressing critical details was essential.
Navigating Ambiguity
Progressing without having all the answers, pushing through uncertainties, and exploring multiple ideas when faced with challenges.
Feedback Reception and Iteration
A continual process of actively collaborating with the team and stakeholders to gather feedback, acknowledge constraints, limitations, or requirements, and iterate or refine components for the design system's development.