Lead Design in 4 cross functional teams
Conduct research, Make user flows, Prototypes,Analyse data and run usability tests
Facilitate workshops
Contribute to the Design System team to keep consistent UI design
Selected work:
Role:
Full responsibility for all research and user experience
Status:
1 year from proof of concept to launched experience
Team:
Agile Coach, Product Owner , System Architects
Product Managers, Front End, Back End Developers
Methods used:
Creative Workshops with different competences
Service blueprint
Interviews
Competitors analysis
User testing
Rapid prototyping
I started research with our financial advisors. Manual process has been around for years and we wanted to validate financial advisors journey. I sat in one of the Handelsbankens branch at observed how they work.
Observations helped to identify 3 different signing routines. One of them was completely new for us.
We also mapped carefully pain points in the meeting touchpoints.
As we were mapping experiences for both financial advisors and users we did use Service Blueprint. This helped to see both perspectives more clearly.
We were solving a problems that reached over 10 different systems.
Creative workshops were used to avoid endless meetings. We had around 5* 3 hour workshops to solve different problems we had in our way.
Example of questions: When and where in the meeting we should we ask customers extra information that is necessary to send it digitally?
Participants: Financial advisor, Full-stack Engineer, Architect, Product Owner, System Administrator
Customer now can sign all transactions and agreement with their phone.
40 % of customer who went home signed transactions this is 4 times more than before although customers who wanted to sign later also increased by 10 %.
By not using paper we will save 7 trees per month*
*Source: 10thousandtrees.org.
Paper weight 80gsm * A4 (21cm x 29,7 cm) * Number of pages 108 000 = 6.75 Tree usage
