Vanessa Ng
eBay Slice - revised.png

EBAY

 

OVERVIEW

Foundational and evaluative research conducted on the Protections team (covering the post-transaction space) at eBay between January 2021 - January 2022.

PROTECTIONS

As the Senior UX Researcher supporting the post-transaction space, I was the sole embedded researcher who planned and lead research initiatives for the post-transaction area:

Research planning and management: collaborated with stakeholders on quarterly product goals and research questions, scoped out research, and drafted study plans.

Workshop planning: planned and facilitated workshops to align stakeholders and drive design explorations.

Research moderation and execution: facilitated end to end research, including scheduling study sessions, preparing and coordinating testing assets with stakeholders, and collecting data using remote tools (via moderated and unmoderated means).

Analysis and reporting: synthesized data, created reports based on data-driven insights to align user needs with product direction, and shared study results with cross-functional stakeholders.

 
 

ROLE

Senior UX Researcher

TEAM MEMBERS

  • UX Research Lead and Manager

  • UX Design Lead and Manager

  • UX Designers

  • Product Managers

DURATION

Dependent on study (~2 - 4 weeks)

TOOLS

  • UserZoom Go

  • UserZoom

  • Figma, FigJam

 
 
 

SELECTION OF STUDIES

Listed below are the various methods I used while on the team, as well as a small selection of studies that had significant reach and impact in the team.

RESEARCH METHODS

 
 

  • Usability testing (remote, moderated and unmoderated)

  • User interviews (remote, moderated)

  • Concept testing

  • Literature reviews

 
 

FOUNDATIONAL RESEARCH

FEEDBACK AND REVIEWS: FOUNDATIONAL ROLLING STUDY SERIES

  • Problem: the team was undergoing a redesign of a legacy feature, but there was little existing research focused on buyer and seller behavior, needs, and pain points regarding this feature.

  • Action: launched a rolling study program made up of a series of semi-structured user interviews to address these knowledge gaps in order to inform design and product direction.

  • Outcome: the team utilized findings to ground cross-team workshops and inform designs in subsequent concept testing.

EVALUATIVE RESEARCH

REIMAGINING FEEDBACK AND REVIEWS: CONCEPT TESTING

  • Problem: the Design team created concepts based on insights from the foundational research series and needed to assess user comprehension and sentiment of the proposed design concepts.

  • Action: planned and conducted concept testing in three major markets (US, UK, Australia) to inform direction for ongoing vision work of a legacy feature.

  • Outcome: the team incorporated the findings in design vision work, define design structure for the feature, as well as sorting and filtering options in feature updates.