The front office isn’t officially recording all of their deals.

The business wanted to increase the use of the deal platform, and the insights resulted in a significant change for the whole organisation.

What am I thinking about?

We were brought in to redesign specific pages in the experience, but also needed to understand the larger world these front office users work in. How can we deliver on what is being asked of us, while also exploring this space and ensuring we are designing for the real needs of these users?

  • Individual contributor

  • Research, Service & Interaction

  • Feb 2022 - Jan 2023

Research

QUALITATIVE RESEARCH

We had two goals for our qualitative research (which consisted of dozens of 1:1 hour-long interviews):

  1. to understand how the users were using the tool.

  2. to also understand how their job worked and what they did every day.

This approach meant that we were able to build personas (the first for the team) that were detailed and specific, and it also meant we were able to identify north star design priciples for this application.

Deliverables

JOURNEY MAPS AND JOBS TO BE DONE

Due to the extensive research that we conducted, I was able to put together artefacts to share our findings with our stakeholders. This helped them understand the wider experience that our users were having. Through gaining this understanding, they could see what our users were doing throughout their days and the reason the tool that was provided wasn’t helping them with their needs or their pain points. I was also able to show opportunity areas for the team, including what would bring value to our users and where they should be focusing their efforts.

RE-DESIGNS OF EXISTING PAGES

While we did a lot of work identifying key areas of focus for the team, we also delivered screen designs that the team was looking for. This focused on specific areas that they wanted to see more engagement in, including the homepage, account pages and the manager view.

This work resulted in a new platform that was tailored to the users’ needs, ultimately resulting in an experience where their

  1. Deal time was reduced by 63%

  2. 20% more deals created than were targeted

  3. 20% reduction of tools needed to complete a task

What was the impact?

What came next?

This project had a major impact on the bank as a whole. It shifted the business’s efforts away from a third-party vendor for managing deals to creating a platform that was created in-house and was completely tailored to the needs of our front office users.

Ultimately, a full team was stood up to tackle this work and is seeing great success with this initiative. All of which was based on the work that we did here.