About

This is a piece of UX strategic work that was created with the intention to be consumed by stakeholders across the business and inform the planning of future work streams. It was inspired by working closely with multiple experts across different domains of the business as well as the accumulated research work the design community had done.

Role:
UX Researcher

Objective:
Engage people in a strategic conversation about changing our internal processes and systems in a way that improves the user experience of all customer facing services as well as the overall health of the business.

What would I do differently if I had to do this again?
Combine effort of sharing the analysis with a presentation.

Artefacts:
A document outlining opportunity areas for the business in a strategic context.

Methods used:

• Top tasks

• UX health metrics

• Task comparison of the health status of key user tasks

• Wardley mapping