Situation
I was the UX research leader at Triumph Financial indirectly supporting 5 lines of business. In this scenario, I was partnering with a UX design lead and a Product Manager who oversaw the internal side of the business. It was brought to my attention through various stakeholders that we had been losing 2 dollars for every 1 dollar we earned. We needed to find out why and how we could solve for it.
Task
The internal employee experience had historically not had a product leader or UX support. Development took place directly between high level stakeholders such as sales engineers, Treasury leaders, Cx leaders, and previous business leaders in direct communication with engineers. The development pipeline had no design maturity. The product manager and newly hired UX designer did not know how anything came together. Our goal was to understand how everything internally fit together at a high level so we could conduct prioritization around solving it.
Action
I partnered with product, design, and tech to create a research roadmap proposal which outlined the goals we had for discovery. This included the following steps. Once I created the roadmap proposal, the designer led the following steps in partnership with product and I was the guide on the side who facilitated quality control.
Begin with expert interviews of top level stakeholders in each branch of the business we aim to understand. Collect any permanent product information along the way. Identify key workflows and and early metrics during this phase. Any insights, notes, and documents would be collaboratively recorded on Miro along with meeting recordings etc.
Based on discoveries in step one we would interview employees, shadow them, and run a quick follow up survey. With those findings, we would put them through a phase of qualitative analysis and then map how we understood that experience to an experience map.
Leveraging opportunities identified during the mapping phase, we would create prototypes to solve for opportunities identified. Prototypes would be usability tested and then rolled out into production.
Solution
Research deliverables included 4 top line reports for quick insights/tactical recommendations, experience maps, and a slide deck for a business wide share out.
Business Impact included:
Solving customer needs within the IVR experience reducing vendor costs by 77%
Automating certain aspects of the business such as document processing
Reducing ticket count on Service Desk (Cx tools) buy 53%
Reducing miss directed payments by 70%
Bug fixes