Development of a UX Research Plan
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The Digital Rep Solutions team at Charles Schwab was tasked with the customization of their Salesforce system
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Work included an Einstein POC to determine value
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Quickly became clear that the team wasn’t sure about the on the day-to-day activities of the end users of this system
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Developed a research plan to reach out to local and national financial advisors, private client advisors
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Initial interviews with stakeholders
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Contextual inquiries with local branch advisors, SPC, National branch
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Development of the day in the life story
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Validation from participants
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24 interviews with branch advisors around the country to further validate the day in the life research
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Informed the design of a Salesforce proof of concept with the Day in the Life data
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Tested with potential users
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Employed a modified version of the TAM survey
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