Hi there - I’m Kiana, a User Researcher based in Toronto
I currently work at PagerDuty, an incident management platform for resolving incidents and keeping services up and running. I’ve worked on all sorts of teams from Chat Experience to Flexible Platform but am currently focused on our AI team to create a generative AI toolset. Check out some of my work below!
With AI making major waves, how can we implement it into our tool to improve the experience of our users? This discovery projecy aimed to uncover how our customers are using AI and how we can create something that they can integrate into their work
To enhance user experience, we evaluated the Slack integration with PagerDuty, which is heavily used by both customers and internal teams during incident response. The project aimed to assess usage patterns and gather feedback on its strengths and areas for improvement.
This test evaluated the usability of our navigation to determine if users could efficiently find their way around the product. We identified pain points and refined elements like labels and hierarchy. Insights led to improvements in usability, highlighting the impact of user-centred design and iterative testing.
A look into the strategy and development of in-app Pendo guides to enhance user onboarding and feature adoption. We create guides to track usage metrics, surface new features, and gather user feedback to increase engagement and create a more seamless product experience.