In the summer of 2020, I was a customer experience intern at Juniper Networks with the Global Services team. My work revolved around improving the customer experience of self-service customer support tools. I primarily worked on a research ops project along with a design review of one of the tools used by Juniper Partners.
12 weeks
(Oct '20 - Dec '20)
Figma
Miro
Procreate
User Research
Brand identity
Visual Design
Interaction Design
Prototyping
Parumita Sachdeva
Fatima Rafiqui
I worked on two main projects
This project was the project I led along with two fellow interns. We worked on making it easier for teams to get the customer’s voice into the business requirements. This was done through interviews with customer facing and business teams, collecting requirements, deciding on the tool, pitching it to the director and eventually setting it up through building a taxonomy with existing research.
Our team planned and tested 2 rounds of usability tests to test preliminary designs with our partners. We then took these insights to brainstorm design ideas. This research data & analysis was also used as a proof of concept for Insights to Action project where we built a high-level taxonomy using this study.
12 weeks
(Oct '20 - Dec '20)
Figma
Miro
Procreate
User Research
Brand identity
Visual Design
Interaction Design
Prototyping
Parumita Sachdeva
Fatima Rafiqui
Despite the short timeline of 12 weeks, I was able to work the project from the ground up. I started off with research and worked my way up to pitching the idea, selecting a tool, creating the information architecture as well as making adoption plans.
Due to the scope of this project, I ended up bringing two more interns on board and led the project’s direction. I’m thankful for the support from my teammates and manager as they were cruicial to the success of this project.
Since this project wasn’t approved initially, I was able to pitch the idea to the team director and eventually getting it approved for funding. This was a great experience as I was able to think from a leadership perspective.
We observed a virtual classroom session via Zoom video conferencing.
We talked to 5 middle school children who were doing remote school through tools like Zoom, Microsoft Teams & Canvas.
“Parumita joined my team as a 2020 intern and hit the ground running. I was extremely impressed by her flexibility and willingness to see challenges as opportunities. In a short time, she was able to turn her assigned research project into a framework for collecting, analyzing and sharing research. She’s a great writer as well as researcher and has a great career ahead of her. I’m delighted to recommend Parumita as a customer researcher” - Deaneen Newell, UX Manager
Looking back, this summer I have grown so much both professionally and personally. I am so grateful for this opportunity, especially because I saw so many companies canceling their internships this summer. I am so thankful that Juniper took a chance on me and gave me the best summer I could possibly have!
I wrote a blog which talks in depth about my learnings and key takeaways from this internship.
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How might we cultivate engagement among middle schoolers to facilitate a better learning experience?
How might we encourage self-expression to provide a more personalized learning environment?
