Automating Training Analytics
The Digital Customer Service team at Baker Hughes is committed to delivering high-quality training. To support this mission, I identified an opportunity to modernize their evaluation process: moving from manual tracking to a scalable, automated system that could offer granular insights beyond standard Net Promoter Scores (NPS).
My goal was to design a tool that empowers the team with data. Using a Design Science Research approach, I integrated eight complementary metrics (based on Kirkpatrick’s framework) into a unified dashboard, enabling stakeholders to understand not just if a training succeeded, but exactly why.
The final tool, validated through task-based usability testing, successfully reduced data processing time and allowed stakeholders to make evidence-based improvements to the curriculum.
The "Insight" Tool
Beyond the thesis, I contributed to an initiative aimed at capturing customer insights more effectively. The team wanted to evolve their existing submission platform into something more accessible and engaging, ensuring that no valuable idea from the field went unheard.
1. Discovery & Research
I partnered with my manager to launch a user research phase. Through interviews and surveys, we discovered that the key to increasing participation wasn't just technical—it was about psychological safety.
We found that shifting away from public voting mechanisms toward a private, streamlined channel would significantly lower the threshold for participation and encourage more candid feedback.
2. Synthesis & Ideation
I analyzed the survey results, extracting key takeaways and mapping them to potential features. The solution became clear: we needed a tool that prioritized speed and anonymity over gamification.
3. MVP & Collaboration
I designed the MVP (Minimum Viable Product) in Figma, focusing on a streamlined flow where users could log a pain point in under 30 seconds. I then collaborated closely with my manager, providing the design assets while he implemented the logic in Power Apps.
The result was a lightweight MVP strategically designed to lower barriers to entry. I delivered this foundation to the team, setting the stage for implementation and future validation.