LONG STORY SHORT
TIME
3 weeks
ROLE(s)
UX researcher
METHODs
Usability test
Interviews
Report
TOOLs
Mural
Figma
Confluence
MS Teams
TeamViewer is a global technology company known for its remote access and control software, enabling users to connect to and manage devices from anywhere. It serves businesses and individuals with solutions for remote support, collaboration, and IoT connectivity.
While working at TeamViewer as a UX researcher, I had the chance to drive a project focused on testing the usability of the Device Dock, a brand new feature at the time. It was designed to increase productivity with quick access to devices, seamless multitasking, and easy connection management through status and group views.
GOAL
The primary objective of the test was to assess whether users found the feature intuitive and useful, and to identify any potential usability issues that needed to be addressed before its launch. Through a series of usability tests, we gathered critical insights from real users, which helped guide product decisions and improvements.
The details of the project are bound by a NDA.
Device dock feature.
THE PROCESS
RESEARCH REQUEST
It all started when the product manager reached out to the UX research team with a request: they wanted to test the new Device Dock feature, which was designed to make it easier for users to dock and manage their TeamViewer devices, to have them always available in the background. Stakeholders included the product manager, product owner, and the project designer, all curious to know how real users would interact with the prototype. The ultimate question was whether the feature was as intuitive and useful as they hoped.
Product Manager
Designer
Product Owner and Devs
UX Research
Our first step was to get on the same page with the stakeholders. We needed to understand their goals clearly so we could extract meaningful research objectives.
Research goals
Test the usability of the "Device Dock" interface.
Observe how effectively users complete key tasks.
Identify potential improvements that needed to happen before launch.
From this, we, as the UX research team, recommended a usability test—a method that lets us dive deep into users’ behaviors and thoughts as they interact with the prototype. It was the best way to gather the qualitative insights the stakeholders were looking for.
PLANNING
Once we had defined our research method, it was time to plan how to actually run it. We made sure to use the right tools to keep everything organized and efficient:
Mural
brainstorming, alignment, note-taking
Coded prototype
testing the feature with users
MS Teams
remote testing sessions with users
Confluence
documentation and reporting
We created 3 main tasks that reflected real-world scenarios: activate the feature (discoverability), adjust settings, connect to a remote managed device via TeamViewer — overall navigate the interface. While users were completing tasks, we asked them to think aloud, so we could understand their thought processes.
After the tasks, we conducted a short interview to dig even deeper into their experience and gather more qualitative insights.
DOING THE RESEARCH
Now, recruiting participants with tight deadlines is never easy, but, after having identified who was our target user persona, we managed to find five users from across the globe using internal platforms. This gave us a diverse range of insights from different user perspectives.
To ensure neutrality, I, as a researcher, conducted the sessions, while other team members (other researchers and the project designer) observed in real-time. Watching the sessions live allowed us to gather collaborative insights, and seeing patterns emerge firsthand was incredibly valuable.
REPORTING
Communication was key throughout the project. We ensured that stakeholders were kept informed at every stage through various reporting methods:
Intermediate visual summary in Mural: to give stakeholders a sneak peek into what we were learning.
Full Report in Confluence, including video clips from the sessions to bring the insights to life—nothing beats seeing users in action.
PowerPoint Presentation, to break down the information and make it easier to digest.
THE IMPACT
Device dock released feature.
LOOKING BACK
Lessons learned
