Braze

Braze is the leading lifecycle engagement platform for marketing, growth, and engagement teams. With Braze, the world's most influential brands seamlessly gather and manage actionable customer data—allowing them to reach their audiences with targeted, personalized experiences that increase retention, engagement, and lifetime value.

Objective

Institute a research and design process at a rapidly growing company

Process

• Gather an understanding of the pre-UXR process to get a product released—from conception to launch

• Slowly introduce UX research best practices into projects—building buy-in from various stakeholders

• Perform usability tests on freshly released products to demonstrate the value of easing user friction

• Propose, launch, and document research operations to improve value of UXR

Outcomes

• Centralized UXR database: all interviews and artifacts documented into a company-wide accessible database

• Automated, continuous collection of perceived usability scores (System Usability Scale)

• Highly influenced PMs, designers, and other stakeholders on the importance of UXR

• Release of demonstrably valuable, usable products that were born from user interviews and prototype testing:

  • In-App Message updates

  • Currents data streaming

  • Modular Content Blocks

  • And others that are not yet publicly available