Internal Business Stakeholder Idea
Initial brainstorming and basic wire framing. Some of these ideas were first given to us from stakeholders within the business. I realized quickly that we didn't have any feedback or information from our customers. Before any more design or wire framing was done I paused and realigned expectations from the business because we needed real user feedback before we could begin.
No Skipping Steps
I identified the need to create faster product for agents by conducting user interviews and getting to the root cause and identified major pain points. I concluded that better architecture was needed to help streamline user experience and implement Ai on the backend to glean as much information to pre-fill and background check customers. Also, implement an Ai assistant for front end agents to call out specific use cases and bring attention to problems with staff or productivity. I was able to clearly detail and get to the root of what we needed to build.
Personas & User Journeys
Here we see 3 personas and user journey flows. We identified a third previously unknown persona and many pain points from existing users. This was exciting as we had uncovered a great opportunity to improve our product for customers.
Competitor Analysis
Spoke with stakeholders to get an idea of top competitors and researched how they handle certain issues and their designs.
FigJam Wireframes
This was a quick mockup created in FigJam to show the dashboard view for the supervisor persona. Working within the constraints of a previously designed application gave way to less than ideal navigation tabs at the top.
