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IOOF
Background
The company is undergoing a huge initiative to move all relevant products from a legacy platform onto a new and more flexible one. This means that it is a great opportunity to incorporate UX from the very start. The current priority is to ensure that all platforms and clients are moved across before the old legacy system is turned off completely. If we don't get the value to our advisers right, we risk losing clientele to our competitors.
Involvement
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Corporate actions
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Online withdrawals
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New business forms
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Term deposits
Many streams of work are active across the business currently. Listed here are the specific initiatives that I have personally been involved in. I have spent the bulk of my time focused on the online withdrawals initiative which is currently in the delivery phase of release one and in preparation for release two.
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Online withdrawals
Through some extensive data analysis gathered by our product team, we can conclude that only one of our dealer groups is currently utilising the existing solution for online withdrawals. This means that we have the potential of not only successfully migrating exisiting users over to the new platform, but can also expect to see other dealer groups utilising the system too. This is because currently advisers are used to having clients across multiple platforms which can be dependant on cost, efficiency, product availability and adviser preference.
The Team
2
User experience
designers
3
Locations
We rely heavily on Zoom, Skype and teams to communicate between physical visits interstate.
16
People in delivery
1
Product owner
Q.
How might we build withdrawal functionality on the new platform for advisers and their support staff so that they are able to process requests for withdrawals easily, without filling and sending multiple paper forms or needing to contact the support centre excessively for help?
Challenges
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Low to no UX literacy across the team outside of UX designers
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Utilising back end developers as front end
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Product owner was seconded into the role with no prior product ownership experience
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Needed to establish trust across function in a remote environment
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Due to unforeseen circumstances, UX was running in sprint rather than slightly ahead.
Benchmark testing
Utilising the dealer group of advisers with exposure to our current solution, we were able to collect data that would enable us to benchmark against our proposed concepts. Within these sessions, we also got insight into other platforms our advisers are using as well as data surrounding their workflows when withdrawing for a client.
Prototyping
To aid in concept testing, I created a functional prototype in Axure that presented our advisers with our hypothesised workflow with relation to data we had collected through the business.
Synthesis
We were able to conduct on total 3 rounds of testing with a total of 15 advisers participating. As advisers are often in high demand, it can be difficult to lock down participants especially around end of financial year. As we were running in sprint with the delivery team, we were more short on time than usual. We overcame this by choosing to conduct remote user testing as our participants were mostly based in Sydney.
Trello x User testing
My colleague attended the UX research conference earlier this year and brought back an example of using Trello as a means of data collection and synthesis for user testing. There is some obvious pros to working this way such as remote collaboration, quick field entry, tagging and filtering. The downside to this is that it is time consuming to set up, the tag definitions can become skewed easily when working in a pair or team.
Recap
Over the delivery life-cycle, I have been able to influence decisions by bringing in the knowledge learnt through our testing. Providing the team with insights and access to these testing videos enabled us to gain trust and build empathy with the users.
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When working within the Desirability, Viability, Feasibility model, it means not always having my expertise implemented. It is a balancing act that we do as a team and ultimately we aim to deliver a product that can satisfy our users and the business at the same time.
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