Product: Constant Contact

Customer research and UI design for email marketing software

Engagement: Customer research (visits and usability studies) that informed persona development and UX design

Products: Constant Contact email marketing tools

Details: Working with the UX group, I helped develop a detailed, but flexible, interview script for customer visits. We listened to dozens of customers talk about how they used Constant Contact. We learned an amazing amount from their stories.

Customers included a day spa owner, a music promoter, a marketing consultant and a one-person bead company. A survey based on the visits allowed us to collect a larger amount of information as a next step.

Each interview included a Product Owner or engineer, who got firsthand information about their customers. I mentored junior design staff in conducting customer research. I also ran usability studies on form creation, list management and search, and gave presentations to a wide audience.

We built and refined personas with the information we gained. Working with Product Owners in this Agile environment, we designed a number of new features, including social-media sharing and search.

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Contact Hal Shubin at 617 489 6595,, or fill in this form.