Lauren Hanford
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Chat moderator research

Workshop facilitation and other research

Chat moderators research

User research, workshop facilitation

In June of 2017, I facilitated a workshop at the International Society for Technology in Education (ISTE) conference to connect with Twitter chat moderators and complete a cycle of moderator research. Previous points in this research had included remote user interviewing to create a full mental model of the chat moderation experience. The workshop revealed some interesting insights, but even more importantly built brand equity for Participate, who was emerging as a new product in the education technology space.

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User experience starts with engagement and empathy, and I was honored that so many educators took time away from their busy conference experience to ideate with us on the future of chats.

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Participants in the workshop gave feedback such as “This was my favorite event at the conference” and “I really felt like I connected with people I hadn’t met before in this time we had to work together”.

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I also provided resources to the attending teachers on design thinking and how they could mimic a similar workshop structure. This has resulted in further engagement and building brand-awareness on Twitter, long past the end of the conference!


 This is a portion of the mental model developed for the chat moderator persona.

This is a portion of the mental model developed for the chat moderator persona.