UX Intern @AutoZone
Summer Internship within the E-Commerce team
Skills & Tools
Qualtrics
FigJam
Powerpoint
Excel
Mixed-methods analysis
Designing and Administering Surveys
UserZoom
Timeline
9 weeks
(Jun-Aug 2023)
Team
Independent project
My Role
As a UX Researcher, I led discussions with numerous product owners and administered a benchmarking Usability Satisfaction Survey for the AutoZone.com website to articulate user feedback and experience when interacting with the website. Finally, I analyzed the 2000+ responses to identify users’ pain points and suggest improvements to the stakeholders.
I led -
Project prioritization
Research planning
Survey Design
Mixed-methods data analysis
Insight generation and presentation
Background
AutoZone, Inc. is an American aftermarket automotive parts and accessories retailer, the largest in the United States. With over 6,000 stores across the United States, Mexico, and Brazil, and a robust online presence, AutoZone has established itself as a trusted resource for customers looking to maintain, repair, or upgrade their vehicles.
AutoZone.com - the company’s e-commerce platform provides customers with a hassle-free shopping experience from the comfort of their homes. It also serves to drive in-person traffic to the many stores across the country.
The Project aim
Design a usability satisfaction survey that -
Can be set up effortlessly
Reproduced easily and reduce effort duplication
Shortens the time to gather insights
Introduces newer methods of analysis
Research Roadmap
Collaboration
I collaborated with 4 different product owners to determine areas and features where feedback needs to be obtained
Improvements
I examined the insights gained from previous surveys to identify areas where yet more feedback is required and modify the questionnaire accordingly
Survey Design
After finalizing the questionnaire, I went on to determine Qualtrics specifications to administer the survey. This included controlling intercept rates, how and when the users see the survey and attention-check mechanisms to ensure we capture accurate feedback.
Analysis
Finally, I utilized a mixed-methods approach via dashboards, open-coding and affinity mapping to analyze the responses and identify areas of improvement. I then presented the findings and recommendations to the stakeholders.
My Takeaways
01
Treasure those stakeholder relationships
My project gave me the opportunity to collaborate and communicate with many stakeholders. Building relationships with them proved to be important and beneficial. UX can be a tough sell with certain teams, especially when it involves convincing people to step away from their traditional workflows or "this is how we've always done it" approaches. Good stakeholder relationships help in cutting through this tension and can provide you with a stage to make a case for the work you do
02
When in doubt, try it out
In the beginning, I spent quite some time debating whether or not I should invest time in a specific method or an approach. What I have now come to realize is that it's often better to actually try something out (even if that means failing ultimately) to be sure of its effectiveness. This can often save time contrary to popular belief and help you become a better-informed person.
Ultimately, in a room full of people I'd rather be someone who tried something and succeeded/failed, than someone who was always just a bit unsure and never moved beyond theoretical surmising.
The Fun Stuff :)
Ultimately, my Summer at AutoZone and in Memphis at large was all full of fun and new experiences. Big big props to the recruiting team for the many many events they organized to help connect with other interns and the Memphis culture at large. With all the museums and barbecue and seafood and beautiful river views, I could not have asked for a better summer experience!
