Situation:

As someone with significant brand loyalty, I have always wanted to reach out and personally thank brands for their impeccable platform offerings. Especially during the COVID-19 induced quarantine, my friends and I would dedicate so much time to talking animatedly about how different brands were updating their offerings to accommodate users.

When looking online, the harshest reviews are usually the loudest. I wanted to create a separate space for positive interface interactions. And so UX Love Letters was born.

Task:

I had to speak with users to learn more about the specific dimensions that they enjoyed the most. I also had to learn the contexts within which these interfaces were used most often so I could track any trends in engagement.

Action:

I conducted a preliminary market analysis to identify brands with significant brand loyalty (gauged by the nature of social media interactions, ratings on the Google, Apple, and Android app stores, and personal anecdotes). Once the brands were short-listed, I publish an open-ended survey via Instagram and Twitter to identify recurring trends in customer insights. Via this survey, I was able to identify participants who would be open to contextual interviews to speak with me about their personal journeys.

Result:

The insights from this research will be presented weekly starting the week of September 14, and be available on my LinkedIn page, the UX Love Letters Instagram page, and this page. Stay tuned!