Problem
In finance, when a trade goes awry, there's a team of people ready to find out why. They use a specific UI to find the "exceptions", and a huge multinational investment bank needed help redesigning theirs.
Their current system was pulling data from disparate sources, and users were forced to open multiple apps to get their work done, which was not ideal. The UI was dated (some of it was still in the mainframe!), and the overall experience, from onboarding to notifications and everything in between, needed work.
Solution
I began with contextual inquiries, speaking with users in their location to find pain points and see how they actually used the system. This was a great introduction to the users and their roles, and the Settlements Platform itself, and lead to persona creation.
I then documented the users' workday in a "Day in the Life" document, seeing how the Settlements platform was part of their overall workflow. It was important to see how the other applications worked (or didn't work), and how we could potentially combine the various UI under one roof.
After reviewing all of the data with stakeholders, next up was iteration of design. I gathered a small group of SMEs to run ideas by, then would put the created UIs in front of actual users to get their feedback. We went through multiple rounds of testing, and since this was an internal tool, we had lots of access to the actual users. The feedback was overwhelmingly positive.
At this point, the designs were handed off to an in-house designer to start implementation.
