Upgrade Analytics uses telemetry data to provide powerful upgrade readiness insights and recommendations about the computers, applications and drivers in organizations. This new service guides IT administrators through upgrade projects using a workflow based on Microsoft recommended practices. Up-to-date inventory data allows IT administrators to balance cost and risk in their upgrade projects.
Company & Release date
You can find details about Upgrade Analytics here. Please contact me for further information about this project.
Upgrade Analytics enables the easiest Windows upgrade ever for organizations.
Get Windows 10
Get Windows 10 is an app installed on every consumer version of Windows 7 and Windows 8, and it enables people to upgrade to Windows 10. It is Microsoft's recommended method for consumers to upgrade their PCs to Windows 10.
Role (Program Manager)
I was the Program Manager for the compatibility report feature, which checks users' devices and apps for compatibility issues to reassure them that their PC works on Windows 10. This required heavy collaboration with many teams within Microsoft – from engineering and design to legal and marketing including several rounds of user research and A/B testing – to drive key data-driven decisions and to ensure Microsoft was properly addressing customers’ concerns regarding upgrades to the new operating system.
Company & Release date
Since its release, Get Windows 10 has helped upgrade millions of PCs to Windows 10 and has been key to realizing Microsoft's vision of Windows as a Service.
Check out what the press has been saying about Get Windows 10 (courtesy of ZDNet).
Project details are confidential. Please contact me for more information about this project.
The compatibility report gives confidence to consumers that their PC will work on Windows 10.
Ever wonder where your weekend went? Ever wonder how you spend your time every day? Time tracking devices exist today but they are so cumbersome to use. They require users to:
Fill out the specifics of the activity you are doing
Remember to do so every time you switch from one activity to the next
More data is being collected about us now more than ever, but unless the data is presented to us in an actionable way, it doesn't do us very much good. In this Microsoft company-wide hackathon, we set out to solve this problem by answering the following question: How can we help people effortlessly draw insights about how they spend their time, so they are empowered to do more of what they love?
Youge Xiao, Eric Chang, Shiva Neiman
We tied for 2nd place after building a working Windows Phone 8 prototype to show off our concept.
Lazy Tracker is a smartphone app that uses GPS and Foursquare to track how users spend their days and weeks.
Automatic time tracking Because what people do generally correlates well with where they are (e.g. people study at the library and exercise at the gym), we can generally tell what users are doing just by knowing the GPS coordinates of their smartphone. Users don't have to log anything manually.
Set goals Users can set goals on how much time they want to spend doing various activities so they can be more productive and accomplish more in a day.
Recommendations & alerts The app can alert users to follow through on their goals and give recommendations based on collected data.
User's GPS coordinates were recorded and sent to Foursquare using their API, which gave us back the location category. Each location category correlated to a specific activity.
This was done automatically every so often on some interval, so no manual input was required from the user.
These mockups were used to show off our concept in addition to the working prototype.
We were tasked to run a usability study for T-Mobile for their smartphone app before public release. The objective of the study was to answer the following questions:
Can users successfully complete key account management tasks on the app alone without needing to reach out to customer service or go to a physical store?
What are the pain points in the user flow and what could be improved to realize higher user satisfaction and engagement with T-Mobile?
Role & teammates
Paul Ogawa - session moderator, study design & analysis
Usability report detailing findings and usability issues. Results were reported out at T-Mobile HQ in Bellevue, Washington on March 30, 2016.
Background research Understand T-Mobile's business goals and understand app's available features and user flow to help identify important tasks to test for. The following business goals were identified: increase self-serviceability for managing accounts to reduce the need to contact customer service and increase user-engagement with T-Mobile. Their target user was any T-Mobile customer with a smartphone (with a preference for Android).
Study plan Create a study proposal by determining research objectives, questions, methods, and tasks to be used in the study. Create study kit in preparation for the study.
Execution Execute on the 3-part study.
Report results Deliver usability report, findings and usability issues with recommendations, and present at T-Mobile HQ.
We created an interaction map to understand the app's available features, user flow, and to identify important account management tasks to test for self-serviceability.
We recruited 9 participants (with 2 no-shows) – among those who showed, 4 were aged 26-40 and the rest were between 18 and 25 years old; 5 were on a family plan and the rest were on a single plan; 4 were men and the rest were women.
Study session timeline
Each of the 7 study sessions were performed as illustrated in this timeline.
Good design Participants described app design as "clean", "clear" and "friendly"
Trustworthy perception App was perceived as trustworthy and secure for executing payments
Easy to use Basic phone managing tasks were easy to discover and were completed without needing to switch to a PC
Slow Slow loading times caused frustration and desire to abandon app
Unclear information architecture Unclear information architecture caused confusion and uncertainty
Troubleshooting Participants did not expect troubleshooting features on the app and could not successfully utilize the features
We gave our client a 32-page comprehensive usability report detailing findings and usability issues.
Usability issues were ranked from Levels 1 through 4, with Level 1 being the most severe. Along with each issue, we offered a recommended mitigation.
Appendix: Study Proposal
The effectiveness & barriers to self-serviceIdentify whether users can complete key account management tasks on the app alone
Pain pointsHighlight potential areas of improvement in the user flow that could lead to higher user satisfaction and engagement with T-Mobile
We started with the goals of our research to ensure our study was tailored to our client's interests.
Mobile friendly?Can users complete tasks on their mobile device or do they feel the need to switch to a PC?
Frustrating?Is there anything in the app that causes users to abandon it completely?
Easy to use?Do users find that tasks are easy to accomplish? Does it meet their expectations?
Easy to find?Do users find the key features easy to discover? Does the navigation match their mental model?
Next we derived a list of questions that we needed to answer to meet our research objectives.
Moderated tasksHaving a moderator ensured that follow up questions could be asked by the moderator and any guidance could be provided to the participant if needed.
Think-aloud protocolAs participants performed various tasks, they were asked to utilize think-aloud protocol, which provided qualitative data and context for the participants’ mental model, reasoning, expectations and emotional response.
Questionnaires & interviewsMultiple types of questionnaires were employed throughout the study, including the System Usability Scale (SUS). In addition, we asked open-ended questions that provided rich qualitative data that complemented nicely with some of the more quantitative data gathered in other parts of the study.
Observation & note-takingA designated person was assigned to observe the session and take notes.
Phone screen captureCapturing participants' interactions on the phone via video camera helped us illustrate findings to the client.
RecruitmentA snowball method of recruitment was employed to target 8-10 participants. Each participant received a $25 Starbucks gift card.
Research methods & approaches
These research methods were determined to be the best for answering our research questions. For example, we chose the System Usability Scale (SUS) because they provide a valid way to quantitatively evaluate the usability of the app and is effective in generating reliable results on small sample sizes.
Pay billMake a $2 payment
Check line & data usage detailsCheck data usage & available data remaining
Change data planIncrease data plan to 6GB
TroubleshootTroubleshoot low storage space
Finally, we came up with 4 tasks we would ask participants to attempt during our study.