Problem

Customers are Demanding an Updated App.

Although originally designed to simplify readers' lives by helping them track and discover books, Goodreads has experienced a rise in negative comments on app stores, with customers urgently requesting an app redesign.

Objective

Conduct Research to Improve Customer Satisfaction.

To ensure the continued engagement and satisfaction of Goodreads customers, the aim is to employ a mixed methods research approach aimed at boosting the platform's current customer satisfaction rating (CSAT) of 73.

Approach

I led a team of 4 brand new UX researchers through a 5-part study over the course of two months to help identify potential avenues for Goodreads to explore for overall customer satisfaction improvements. My personal objectives were assign tasks and make sure people met project deadlines, while coaching my peers on research best practices.