Problem: ATB team members were frustrated by the tools they were using to manage customer data and activities each day. Their primary tools are an antiquated CRM system paired with cycling between browser tabs to access a number of vital applications. Based on feedback, the experience is slow, inefficient and unenjoyable.
Solution: We worked on a series of iterative design cycles to constantly improve Unleashed within an Agile framework. We identified pain points and scoped out new features and enhancements through research such as monthly discovery workshops, team member interviews and other forms of feedback such as user forums. High fidelity Axure prototypes were tested for validation and either refined or translated into stories for our developers to roll out in production.
Result: Ongoing feedback from team members has been overwhelmingly positive. Consistent themes are that Unleashed is enjoyable to use, the design is clean and intuitive and it saves them time. Team: I collaborated with other designers, researchers and product owners to identify areas of improvement and new features to meet user and business needs. I also worked with squads of developers building out the application. They assisted us in the design process with technical input and ideas, and I supported them by providing design oversight.