Working as a Product designer for Mortgage Advice Bureau. I create UI designs using Figma while additionally doing UX research speaking to our end users using multiple tools such as Survicate, Livessions, Attention insight, Lyssna etc.
Summary
The problem
We were receiving feedback from our advisers(B2B) and end users(B2B2C) that when logging into the portal they were unsure of what they needed to do. If users were able to complete one task they weren't sure what else they should do, if anything. For them the portal was quite a jarring experience and without guidance from their adviser they found themselves at a dead end.
My contribution
I took this project on with the knowledge of complaints from advisers that their users weren't interacting with the portal which was causing more work for the adviser to chase and do the tasks on behalf of the end user.
After speaking to a few users over the phone I was able to create an affinity map to create themes and recurrences of issues our users were finding. One of which was the ambiguity the portal portrayed. As such users were getting stuck on what they were supposed to be doing and randomly navigating there way around the portal, or on some occasions just ending their journey and logging off.
Having gathered this feedback I came to the conclusion that having specific tasks called out to the user should help identify what is needed from them. In addition I added a progress wheel per task as the task would have sections within for them to complete. Upon completion of each section the wheel would progress as well as an overall progress bar which will notify the user of their progress.
Tools & techniques
User interviews
Survicate survey
Affinity mapping
Livesession
High fidelity wireframes
User flows
Wireframing
Impact
Overall satisfaction score from our survey increased from 80% positive to 86% based on 3 month periods.
Engagement within the portal increased with live sessions being recorded for longer periods of time
And increase on user journey progress as a self serve form
Feedback from advisers that they were able to book more appointments in as their time has become more free due to their clients filling out information which was no longer completed within their appointments, but done beforehand in the users own time
