Serena
Yang

UX researcherContact center and enterprise softwareSalt Lake City, UT
01

What does a person need to see to trust an AI's work?

Led the foundational and validation research on what agents and supervisors need to trust AI-assisted work. Four of five opportunity areas shaped the next design iteration.

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4 of 5

Opportunity areas that shaped the next design iteration. The fifth, supervisor oversight views, was deferred.
02

When a layout's popularity follows its opponent

I tested five AI copilot layouts with contact center agents. No layout won, but agents asked for a hybrid, and that direction carried into Next Gen.

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The same concept, three different opponents. Its vote share moved with what it faced.
03

How big is the gap between desktop and web?

Measured the usability gap in a tool's move from desktop to web: the web version scored 31 to 37 points lower.

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More work

Earlier projects from my previous portfolio.

  • List Management FunctionalityDiscovery research for an outbound dialer's list management: 11 remote interviews, personas, a journey map, and concept testing of a wizard redesign (Jan to Feb 2023). Testing after release wasn't prioritized.
  • AI Copilot: Compliance AssistantExploratory interviews to map agents' compliance workflow and generate use cases for a Copilot compliance assistant (Jun to Jul 2024).
  • Contact CenterA survey of 202 consumers on what drives customer service experience, analyzed with multiple regression and thematic analysis (Oct to Nov 2024).
  • Google Assistant: Quick PhraseEvaluating the Quick Phrase feature across Pixel phones. Slide deck with obfuscated content.
  • WearablesBenchmarking performance across competitor wearable devices. Slide deck with obfuscated content.
  • Google Pixel 6Unmoderated usability research on voice assistant tasks across communication and productivity, led from recruitment to presentation. Details obfuscated under NDA.

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