RJ Pohjanheimo
RJ Pohjanheimo
Web
UX Research
Microsoft Ask Community
A Q&A community for Microsoft's products
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"As a user, I want help for my issues with products"
"As a user, I want help for my issues with products"
Research services
Overview
Microsoft's Ask Community was in need of a retouch both in community development and the overall user experience of the community platform. As a UX expert, I stepped in to conduct user research on behalf of Feverbee.
Client: Microsoft / Feverbee
Timeline: 3 months
Role: UX Researcher
Team: 1 Researcher, 1 Project Manager
Tools: Zoom, Docs, PowerPoint
Deliverables: Community Research Report
Research process
Process
Content
Research and Discovery
I began the project by conducting a full UX audit of both the mobile and web versions of the app. This helped uncover usability pain points that were reducing productivity and increasing user frustration. I spent time analyzing how customers moved through the design process, noting points where decisions became unclear or navigation felt unintuitive. I also mapped the existing user flows in detail, which revealed redundancies, friction points, and opportunities to simplify the experience. This research informed the key areas that needed improvement and guided the direction of the redesign.
1
Research and Discovery
I began the project by conducting a full UX audit of both the mobile and web versions of the app. This helped uncover usability pain points that were reducing productivity and increasing user frustration. I spent time analyzing how customers moved through the design process, noting points where decisions became unclear or navigation felt unintuitive. I also mapped the existing user flows in detail, which revealed redundancies, friction points, and opportunities to simplify the experience. This research informed the key areas that needed improvement and guided the direction of the redesign.
1
Research and Discovery
I began the project by conducting a full UX audit of both the mobile and web versions of the app. This helped uncover usability pain points that were reducing productivity and increasing user frustration. I spent time analyzing how customers moved through the design process, noting points where decisions became unclear or navigation felt unintuitive. I also mapped the existing user flows in detail, which revealed redundancies, friction points, and opportunities to simplify the experience. This research informed the key areas that needed improvement and guided the direction of the redesign.
1
Method
I led the end-to-end user research process for Microsoft’s Support Community. My approach included: - Scriptwriting: Designed a Think Aloud user interview script that combined perceptual questions (e.g., "How do you feel about this community?") with task-based scenarios (e.g., "Find and ask a question about [X]"). This dual focus allowed me to capture both emotional and functional user experiences. - Recruitment: Leveraged both FeverBee’s and my own network to identify and recruit participants from Microsoft’s target user group. - Execution: Conducted observational interviews, blending qualitative feedback with real-time task completion to reveal friction points in the community’s usability.
2
Method
I led the end-to-end user research process for Microsoft’s Support Community. My approach included: - Scriptwriting: Designed a Think Aloud user interview script that combined perceptual questions (e.g., "How do you feel about this community?") with task-based scenarios (e.g., "Find and ask a question about [X]"). This dual focus allowed me to capture both emotional and functional user experiences. - Recruitment: Leveraged both FeverBee’s and my own network to identify and recruit participants from Microsoft’s target user group. - Execution: Conducted observational interviews, blending qualitative feedback with real-time task completion to reveal friction points in the community’s usability.
2
Results
The research uncovered critical pain points: - Low discoverability: Users struggled to find core functions, such as the "Ask a Question" feature. Some even resorted to Google to figure out how to post a question, indicating a failure in the platform’s intuitive design. - Search blindness: Participants overlooked the community’s internal search function, preferring external search engines—suggesting a lack of trust or visibility in the native tools. - Positive feedback: Users appreciated the minimalist aesthetic of the community website, which enhanced clarity and focus.
3
Results
The research uncovered critical pain points: - Low discoverability: Users struggled to find core functions, such as the "Ask a Question" feature. Some even resorted to Google to figure out how to post a question, indicating a failure in the platform’s intuitive design. - Search blindness: Participants overlooked the community’s internal search function, preferring external search engines—suggesting a lack of trust or visibility in the native tools. - Positive feedback: Users appreciated the minimalist aesthetic of the community website, which enhanced clarity and focus.
3
Outcome and Reflection
Microsoft’s team praised the depth and actionability of our findings, expressing gratitude for the insights. For me, this project was a career highlight—working with a global leader like Microsoft validated my ability to deliver impactful research at scale. The experience reinforced the importance of balancing functional UX with emotional community-building, a duality I continue to prioritize in my work.
4
Outcome and Reflection
Microsoft’s team praised the depth and actionability of our findings, expressing gratitude for the insights. For me, this project was a career highlight—working with a global leader like Microsoft validated my ability to deliver impactful research at scale. The experience reinforced the importance of balancing functional UX with emotional community-building, a duality I continue to prioritize in my work.
4
Outcome and Reflection
Microsoft’s team praised the depth and actionability of our findings, expressing gratitude for the insights. For me, this project was a career highlight—working with a global leader like Microsoft validated my ability to deliver impactful research at scale. The experience reinforced the importance of balancing functional UX with emotional community-building, a duality I continue to prioritize in my work.
4