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.

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.

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”.

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!