User Experience

I take a multidisciplinary approach to craft seamless interactions between customers and products. My work spans strategy, ideation, design, iteration, launch, and post-launch — ensuring a cohesive journey from concept to delivery. With a focus on usability, feasibility, and viability, my UX design practice is driven by the goal of enhancing both customer satisfaction and everyday life.

Finance benchmarking tool

Client: Service Leadership Index | Role: Product Experience Specialist | Duration: Oct'22 to Dec'23

About the client

With the Service Leadership Index®, you get instant access to real data, updated quarterly, so you can determine how you're really doing financially compared with your peers, competitors, and the best-in-class.

My Role

Collaborate with core teams to understand the product requirements, use cases and user journeys to defining and driving strategic direction from a user experience perspective.
Proactively identify issues, gaps, or other areas of concern or opportunity and advocate for that change by working with peers and leadership to build consensus and take action.
Delivery of UI/UX artifacts, while adhering to timelines, coding standards, product requirements, and quality.
Deliver design feedback on anything from workflows and wireframes to prototypes.
Embed design-thinking processes around rapid prototyping, testing and iteration.
Maintain design consistency, utilizing the clients design system, defined patterns, interaction design, etc.

The Design Approach

The 4D design process enables us to uncover user needs and design better experiences.

Discover

Goal: Identify the problem we are solving. For whom are we solving the problem.

As individual contributor, I had spend 6 hrs on call with the product manager to understand the business usecase, user's perspective and guide the Product Manager through the process of design solution. The multiple conversation with the client helped me to build on the UX strategy Canvas.

i. Understanding current workflows

User objective: The revenue data is captured and then the report is generated for Ebitda and best in class.

Users activity:

User logs in to a web tool
User selects the quarterly survey to enter financial details

ii. The UX Strategy Canvas

The Challenge

Convert a 20 year old application to a new, modern and effective application that has all of the current functionality and also provides new features and functions that our clients need.
How do we build a brand-new interactive reporting module that encompasses all of the current, disparate reporting deliverables.

The Outcome

Simplified data input and import using automation from partner accounting systems allows a larger universe of partners to viably participate.
Enhancements will make the product of the Future easier to use and consume, connect it to core design system, and enable connectivity to other products, which will be needed for the product.

The Focus Area

The primary areas of focus are the financial data input and the financial reporting.

Strategic Approach

Single SaaS application hosted on the Partner platform. Ends the reliance on and cost of QuickBase
Multiple, easy data entry options – file upload, import directly from Accounting system (e.g., QuickBooks, etc.), manual data entry. Ease of adoption will increase partner adoption

Activities

Analysis of existing system (QuickBase) and identify key features from the SME/PM
Define the user journey maps
Design and prototyping, concept ideation, and visual design

Measure

Usability testing will provide time to complete metrics and success rate for completing a requested task
Average ease of use of completing a survey
Success rate of completing survey, uploading files, submitting surveys

Define

Goal: Set out the solution path for the design, development and business team to build on.

i. Persona: as defined for the platform

Note: Jennifer is our primary user who is responsible for entering quarterly data for her company. At times the CEO performs the tasks for small SME's. For me, the PM was the subject matter expert with 20 years experience in the the existing userflow. He was my go-to person to gather insights and ask numerous questions.

ii. User workflow

Existing User workflow:

The revenue data has to be captured first and then only the report is generated for EBITDA and Best-in-class.
The user enters financial data on the tool.
The collapsible sections consist of 400 entry fields. The user can see only save and close.

New User workflow:

The user lands on an overview section to see the status.
The user can navigate between one section to another with the help of left sub navigation
The user can save and exit, or choose to submit the survey

Insights:

The new user experience had a reduced cognitive load and visible progress to check the status of the different sections. The section of 400 entry fields were broken down to eight sections and a review summary section.

Design

Goal: Build the prototype and iterate on it to build a strong solution.

i. Wireframing (rapid prototyping)

The below workflow was the first concept. It took me 1 week to create this and draft the different scenarios related to the user's need. The scenarios were discussed with the product manager and the product owner to detail out the feature definition.

ii. Visual Design

iii. Prototype

Here is a snippet of the click through prototype, using the design system.

Screen Recording 2023-09-01 at 5.39.27 PM.mov

I had to define the different interactive states of the component for design team, and share it with the design component manager for adherence to guidelines and approval.

For example:

iv. Design review

The usability tests were done through maze to identify the concept working best with the users. the maze reports provided insights to go ahead with the appropriate interaction matching the user objective.

Impact & Value

From Concept to Core Offering

As part of the engagement, I designed a user dashboard that consolidated key metrics into a clear, actionable view. The design was shared with the team and received strong appreciation for its value both to the business and to end users. This dashboard later became a featured service promoted by the client on their marketplace (ConnectWise Service Leadership). Recognizing its impact, the development team was granted a six-month extension to build and integrate the dashboard into the official scope of work.

Appreciation from client

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