Canadian Imperial Bank of Commerce, Simplii
My team was requested to design and deliver a new feature which will enable existing clients to open a mutual fund account online. As the UX designer in my team, I was responsible for delivering the User Experience for this new feature.
I observed that when our team was engaged to fulfill this request, no reference to measures of insights is given with regards to the initiative, no upfront research was made to mitigate risks, “best user experience” was de-prioritized, and timeline expectations were made without our team’s input for estimations.
How might I maintain a decent user experience, without the support of existing analytics, upfront research, and inclusion of design estimations?
Facilitating a workshop to expedite knowledge about the current service.
Visualized the current state, and manifested to all what the experience is like.
Outcomes of initiatives
Users are identified in terms of who are the role players in the experience.
Scope is identified in terms of what scenario to focus the initiatives on.
Subject matter is understood by all team members and partners.
Encouraged participation from all.
Descriptions are visualized in a concise fashion.
Information is documented
Areas of the business is highlighted in the context of the service.
State what they should expect in the demo and take them through the design.
Outcomes for designing while teaching
Process is transparent.
Team began to learn best practices and design methods.
Better learning better feedback.
Contributes to informed decision-making on design.
Expertise projected.
Outcomes for clear deliverables
Outputs are contextual by showing the relationships between components.
Scenarios in the app are brought to light.
Task flows are demonstrated for clear direction to developers.
Best practices are communicated to the whole team.
Usability is expanded on to direct Visual Designers.
Annotations are made to eliminate ambiguity.
Debt and planned measurements outcomes
UX debt is tracked to ensure continuous improvement.
Risks are made transparent to alert team, and major stakeholders.
Gives the design team future material to evaluate and improve designs.
Communicates that design is not guesswork.
Orients the organization to make decisions based on evidence.
Allows design to manage requests in the future.
Executive level demo outcome
Transparency of pitfalls when design is not given much consideration in terms of budget and timelines.
Value of design is demonstrated.
Other design teams are exposed to ways our team solved a specific problem.
Conversations in the executive level are initiated to potentially improve future engagements.