Overview
When I joined Thomson Reuters, my primary responsibility was to lead the redesign of the Confirmation application. The goal of this project was to modernize the application and develop a solution tailored to our customers' day-to-day workflows. Confirmation enables banks and financial institutions to streamline confirmation requests that would typically be handled manually through mail, email, or fax. By automating this process, Confirmation eliminates the tedious and time-consuming tasks involved, while also reducing the risk of fraud.
My role encompassed leading the design approach, creating wireframes and high-fidelity mockups, building prototypes, conducting usability testing, and collaborating with our accessibility team to ensure compliance with WCAG 2.0 AA/AAA standards.
Redesign Approach
We needed to balance business requirements and strict deadlines while creating a meaningful experience based on customer data and expectations. Our goal was to avoid merely re-skinning the application and instead to incorporate the entire customer journey in developing solutions for the outdated application.
Usability Testing
To create the best experience for our customers, we consistently conducted usability tests after each design sprint. The feedback we gathered helped us understand customers' pain points and allowed us to validate our design decisions. We had the opportunity to collect valuable insights and data from our customers during these sessions.
“I would be more excited to work in a format like this than the current set up. This seems to have a little bit more functionality or at least be more upfront with how functional it is.”
“It didn’t make you go into different levels like the old one did, It seemed like it was an effort to streamline the process, which I really like.”
Synthesis and Readout
Task: Adding Multiple Accounts
Problem Type: High
• Participants frequently need to confirm multiple accounts at a time for a client
Suggestion:
• Allow for importing spreadsheets containing multiple accounts
• Allow for adding multiple accounts in Step 4: Details
Next Steps
Prioritize High to Med issues according to the Severity Scale. Ideally, High to Med issues should not show up in the release
Consider and prioritize ENH issue types for the roadmap
More Testing
Since admins struggled a bit more overall, we may want to focus on testing more admins; specifically navigating the grid and editing requests from the cart
