U.S. Patent and Trademark Office - PE2E
What was the business problem?
A smooth USPTO examination process was obstructed by disconnected databases, applications, and interfaces. Examiners were using considerable amounts of their precious time wrangling information from several disconnected sources---leading to confusion, mistakes, and a massive backlog.
What was the business objective?
To bring all the flows and arms of data into one central application so that examiners could more easily access and cross-reference information.
How did you ensure it was met?
Tested the usability of the platform in order to describe how the system performed in meeting the needs of the examiners. These insights then informed the backlog of experience improvements to be made.
At what points in the process did you involve users?
The large part of what the examiners do and when those actions are performed was documented by a third party. That information provided the basis by which features were developed and prioritized. I was hired to create and execute a usability testing regiment that would measure the progress of how the system performed for participants. We held bi-monthly testings that investigated how examiners behaved when they used the developing system. These testings required planning the test, forming the questions/tasks, executing the interviews, and delivering recommendations to senior leadership on the project.
I also worked with USPTO product management on features, use cases, and wireframes.