Problem: ATB team members were frustrated by the tools they were using to manage customer data and activities each day. Their primary tools were an old legacy CRM system paired with having to cycle between browser tabs to access a number of vital applications. Based on feedback, the experience was slow, inefficient and unenjoyable.
Solution: We worked on a series of research and design cycles to iteratively improve Unleashed within an Agile framework. We identified pain points and scoped out new features and enhancements through qualitative user research, monthly UX strategy workshops, team member interviews and other forms of quantitative feedback such as user surveys and analytics. High fidelity interactive prototypes were tested to validate our strategies and either refined further or translated into stories for our developers to roll into production. We then provided support to developers and created and maintained a design style guide.
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.