First Month
My first priority was building trust and establishing myself as a valuable resource. I conducted
over 20 one-on-one meetings across departments, listening to their perspectives on the product,
the users (investment professionals), and the challenges posed by the acquisition.
Key Insights:
Key Insights:
- Almost everyone recognised the need for better user experience, design standards, and user insights. This buy-in was a huge advantage
- Shadowing sales pitches revealed a painful process. Sales reps were jumping through hoops with 25 browser tabs open due to the product’s slowness and poor organisation.
- Meeting with Marketing and Client Support highlighted a core issue: excessive product customisation was driving up costs and creating a logistical nightmare.
Agenda
Quick Wins: Demonstrating the Power of UX
To showcase the value of UX, I started with a heuristic evaluation, focusing on quick wins like
improving error messages and information modals. These were simple changes with a big impact
on usability. This exercise also highlighted the need for a design system, which I noted for future
development.
Messages and Errors