Unmoderated Usability Benchmark

2025 : GLP-1 Website

Lead Researcher

Fortune 500 Pharmaceutical Company

Phase 1: Stakeholder Alignment

Overview

As part of routine benchmarking for the [GLP‑1] website, the brand team identified key user actions to evaluate early sentiment and uncover friction points.

Goals

Facilitate alignment among the design and product teams with research backed guidance.

Create a baseline measurable for future updates.

Phase 2: Protocol

Why these methods?

Unmoderated Testing: Necessary for working with external participants and capturing natural, unguided behavior.

Usability Testing: Users needed to directly interact with the live site to reveal real navigation challenges and content comprehension.

Benchmarking: Specific metrics were required to compare current performance against future iterations.

Screener

Participants were screened by selecting obesity as their primary condition, with all other conditions leading to exclusion.

Phase 3: Synthesis

UserTesting Metrics

Figma

Microsoft Copilot

Process

Synthesized data by task, combining metrics, behaviors, and quotes to identify consistent patterns.

Translated recurring behaviors and pain points into clear, prioritized insights.

Consolidated quantitative scores and qualitative findings into a cohesive benchmark narrative that establishes a measurable baseline for future experience updates.

Phase 4: Delivery

Key Finding

Users consistently struggled to find key information due to unclear labeling, misleading pathways, and terminology that didn’t match their expectation

Why does this matter?

This study establishes a baseline that reveals where the current experience creates friction, enabling teams to strengthen patient understanding, and build long‑term trust in the [GLP‑1] journey.

Potentially:

Increasing user touchpoints
Generating revenue

Technical Skills

Mix-Method Interviews and Card Sort

Phase 1: Stakeholder Alignment

2025

Lead Researcher

Fortune 500 Pharmaceutical Company

Overview

The UX research FAQ is an internal tool made to assist researchers in answering questions quickly and uniformly in stakeholder meetings. The goal of this tool is to help researchers feel more confident when confronted with difficult questions, and make stakeholders feel aligned with research output.

Context

2 Week Sprint

Moderated Interview Using: UserTesting, Figjam, and Microsoft Tools

Deliverable: Report

Protocol

Phase 2:

Why these methods?

Card Sorting Tasks: By asking participants to complete an open and closed card sort, we were able to visualize users' ideal organization of the tool, including any information gaps, and compare to the current state.

Role-Play Usability: Provided insight into how efficiently users are able to utilize the tool, especially when under simulated pressure.

Intentional Task Order: Participants were asked to share their expectations and mental models before seeing the live tool, ensuring their feedback wasn’t influenced by the existing experience.

Phase 3:

Synthesis

Findings

Results from the open portion of the card sort indicate an existing information gap around cost of research and how best to respond.

The tool was designed to provide scripts to questions, however this did not allow for quick consuption of content. Participants wanted quick information and freedom to improvize to avoid robotic tone.