Jamie Badgett
Demystifying Configurations: A User-Friendly Solution
Improved efficiency and user satisfaction were achieved by redesigning a complex, manual process for setting up automated transaction match rules.
Problem
Updating transaction match parameters was a time-consuming, manual process reliant on technical expertise. This inefficient workflow hindered team productivity and slowed down client service.
Solution
Empower internal users to efficiently manage match rule configurations through a user-friendly interface. By streamlining the setup process and eliminating the need for technical support, this solution aimed to increase productivity and improve overall system efficiency.
Key Learning
This project underscored the importance of understanding the entire user journey, from data input to final output. By combining in-depth research with iterative design, I created a solution that addressed a critical pain point, improved efficiency, and enhanced user satisfaction.
UNRAVELING THE CHAOS
The project commenced with a deep dive into the existing process for setting up automated transaction match rules. Through in-depth interviews with product managers and implementation team members, a critical issue emerged: the manual, error-prone nature of the current system. Reliant on complex XSLT file configurations outside the primary application, this process was a significant bottleneck, causing undue frustration for users and placing an excessive burden on the support team. The lack of a streamlined, user-friendly interface exacerbated these challenges, hindering the team's ability to efficiently meet client needs.
BUILDING A BETTER SYSTEM
A comprehensive analysis of reconciliation data and the user journey revealed a clear opportunity for improvement. The existing settings area was fragmented and overwhelming, impeding user productivity. By consolidating information and simplifying the process, I envisioned a more intuitive and efficient solution. Three potential design concepts were developed: a direct flow, a tabular view, and a guided setup process. These concepts aimed to address the core issues identified in the initial research phase and provide a foundation for the next steps.
COLLABORATING FOR SUCCESS
Collaboration with key stakeholders and the development team was essential in shaping the final design. After careful consideration of the initial design concepts and technical constraints, a phased approach was adopted, prioritizing the guided setup process. This decision aligned with both user needs and project feasibility, ensuring a successful implementation. By breaking down the project into manageable phases, we mitigated risks and maintained momentum throughout the development process.
ITERATIVE REFINEMENT
To validate the design, I conducted a focus group with the implementation team. While the overall design was well-received, there were opportunities for improvement in label clarity. Through ad-hoc testing, I identified more intuitive terminology, emphasizing the importance of ongoing user feedback in refining the design.
Research spike to inform project strategy and planning
Optimizing undefined user flows based on insights
Disrupting siloed departmental knowledge
Collaboration to prevent technical debt