Introduction
This summer, I worked with a social science research agency as a Field Interviewer to collect data for the PACE (Program of All-Inclusive Care for the Elderly) Medicaid program. My role involved conducting highly-structured, one-on-one interviews with program participants in Charlotte, NC, focusing on their experiences with PACE services. Although UX was not explicitly mentioned, its principles subtly influenced the work.
‣ Conducted structured interviews to gather feedback from PACE participants.
‣ Focused on understanding user needs and improving service delivery.
‣ Observed the implicit role of UX principles in guiding the research
UX Maturity
Based on the Norman-Nielsen scale, the organization had a ‘Limited’ UX maturity level. This wasn’t due to resistance to user-centered design but rather a lack of explicit recognition of UX practices. My challenge was reframing my work in a UX context.
‣ Organization engaged in user-centered activities without labeling them as UX.
‣ Major challenge: Translating my work into recognizable UX terms for career relevance.
‣ Opportunity: Deepening my understanding of UX as a broad concept focused on meeting user needs.
Challenges
The key challenges were the isolated nature of my role and difficulties in retaining participant engagement. Working alone often left me questioning my performance, and participant engagement was inconsistent.
‣ Worked independently, often feeling isolated and unsure about the quality of my work.
‣ Faced difficulties keeping participants engaged during lengthy, structured interviews.
‣ Solution: Reached out to colleagues remotely and leaned on local staff for support, gaining confidence and valuable insights.
Opportunities
A significant opportunity was deviating slightly from the interview script to allow participants to express themselves more freely. This unstructured dialogue offered a deeper understanding of their experiences, beyond the rigid interview format.
‣ Adjusted the interview approach to allow for more natural, open-ended conversations.
‣ Gained practice in leading participants to share their honest thoughts, enhancing the data quality.
‣ Found personal value in the raw, unfiltered feedback from participants.
Feedback
Feedback was limited due to the remote nature of the role, but I learned to approach it with optimism. My managers provided constructive feedback upon request, and my focus shifted to embracing feedback as a tool for growth.
‣ Recognized that not all feedback is delivered constructively but can still be valuable.
‣ Emphasized maintaining an optimistic attitude toward feedback, using it to identify areas for improvement.
‣ Developed resilience and humility in seeking and responding to feedback.
Lessons Learned
Key lessons included understanding my preference for non-remote work and the importance of communication. I learned to adapt to remote work by over-communicating and engaging frequently with my managers, which fostered a healthy feedback loop.
‣ Realized the need for proactive communication in remote environments.
‣ Identified the benefits of flexible, conversational approaches in interviews for deeper insights.
‣ Learned that a balance between structure and openness is crucial in user-centered research.
Conclusion
Overall, my internship was both rewarding and enlightening. It challenged my initial perceptions of UX and pushed me to adapt my mindset. The experience equipped me with practical skills in adaptability, feedback management, and user-centered thinking, all of which will serve me well in my future UX career.
‣ Developed a broader understanding of user-centered design beyond explicit UX practices.
‣ Gained confidence in my abilities through feedback and adaptability.
‣ Prepared for future UX roles with lessons learned from hands-on, user-focused research.