Communicating research

Identifying key points of friction in Terraform Enterprise's setup experience.

journey map

As Terraform Enterprise transitioned to a SaaS offering, the demands on the user experience were increased. No longer could we rely on sales and support to guide customers through the setup experience.

I conducted moderated usability tests on the existing application to understand where friction would likely occur, so that we could smooth these over before launch.

The culmination of this research was a report enumerating the issues and their severity. To help persuade stakeholders about the criticality of the problem, however, I designed the journey map (above) to help them empathize with our users' plight.

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