Introduction
Every large organization has a need for IT services, especially in the banking sector where these services are crucial for daily operations. Addressing this need efficiently ensures smoother transitions to the digital era, reduced costs, and improved operational efficiency.
This project was initiated by the IT department of one of the largest banks in the Baltic region. The goal was to create a platform enabling employees to order and manage IT services for their applications and infrastructure. As a UX Specialist, I was invited to design a user-friendly and intuitive platform that met the needs of the bank's employees.
The Project
As a UX Specialist, I was invited to join the project to help design the user experience of the product. My role was to work closely with the project team, product owners, product managers, engineers, and other players to design a user-friendly and intuitive platform that would meet the needs of the bank's employees.
Important Skills Required
- Structural thinking
- Technical knowledge of computer systems
- Explain complex systems in simple terms
- Presenting and communicating design decisions
- Programming knowledge
- Design thinking
Analysis
Understanding the needs of all involved parties was critical. I led a comprehensive user research process using interviews, surveys, and workshops. This research provided exhaustive information about the expectations and needs of future users, ensuring all team members had a unified vision.
Simultaneously, technical limitations and requirements were gathered from the engineers. This synchronization between design expectations and technical feasibility was essential.
Design (UX)
The design process was iterative, with constant validation from engineers and product owners. This feedback loop was vital due to the system's complexity and limitations. Additionally, I collaborated with external product owners and engineers to validate and refine the design path.
All user feedback from the research phase was integrated, ensuring the design aligned with theoretical and practical aspects of IT service management and delivery.
Development and Implementation
Close collaboration with engineers was maintained throughout development. Understanding the technical background of the parent system allowed for seamless integration of design decisions. This synergy between design and development was crucial for the project's success.
Continuous Improvement
Post-launch, I worked with the team to gather user feedback and continuously improve the platform. User behavioral analysis tools were integrated to collect data, driving further enhancements.
Personal Findings
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To achieve better UX results, NASA TLX tests were optimised for required tasks. This approach allowed for a more accurate understanding of the cognitive load and mental effort required to complete tasks.
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The best communication of research findings to team/stakeholders was achieved through detailed, structured long PDF documents or short brief presentations to engineers.
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The best communication "language" between the designer and engineers during the developmnent phase appeared to be a Unified Modeling Language. UML facilitated clear communication of design decisions, minimized misunderstandings, and efficiently built complex user flows without redesigning developed UI/UX assets. This approach significantly reduced development time and ensured successful design implementation.