Mobile Survey

The Scenario

In addition to user research for specific projects, I also conducted broader research at MITRE such as periodic mobile surveys to understand how employees use their phones and our mobile services in their work. These surveys helped us track trends such as personal phone OS preferences, benchmark satisfaction, gather thoughts on proposals such as a Bring Your Own Device model (BYOD), and collect evidence to support plans like retiring the corporate phone-specific version of MITRE@Work.

The survey results helped us make several decisions, identified features we needed to promote better, and provided direction for our mobile services going forward, enabling us to better align our offerings with actual employee usage patterns.

My Role

For this latest mobile survey, I worked with various product owners to identify their questions and refine topics. I then designed and implemented the survey, analyzed all the results, and presented my summary to stakeholders, leadership, and impacted service teams.

While the survey was over 30 questions, I aimed to keep respondents moving through it. From previous surveys, I had learned to place free text questions at the end, so people didn't repeat themselves or try to squeeze everything into the first available comment box. Generative AI was also helpful for refining questions and creating more complete sets of possible answers, to avoid respondents getting stuck if none of the options quite fit.

High level topics for the survey. Source: MITRE

Sample survey question. Source: MITRE

I used AI to identify and share preliminary high-level themes but also completed my own analysis of the free text responses to get at more subtle findings within MITRE’s context. My presentation for stakeholders and project teams highlighted both the data and recommendations as well as the authentic voice of our employees.

Analyzing the free text responses. Source: MITRE

Sample responses and themes. Source: MITRE

Sample MITRE@Work findings. Our timecard (TRS) is the most frequently used feature and the control value here. The lower rated features were ones we hoped to retire due to reduced usage within the app. Source: MITRE