top of page

UX Research for the State Street File Management Application

Client_List_View_Default_OFM.png

Project Background

Online Documents is used as a secure platform for document delivery to State Street clients. The UX team conducted a comprehensive research study to revamp the overall user experience for both internal users and clients.

My Role: UX Research Lead

I led the end-to-end UX research for this project, from scheduling and moderating internal user interviews to conducting data analysis and reporting insights. Additionally, I collaborated closely with stakeholders to define the UX roadmap for future phases of the application based on the initial research findings.

Research Overview: Process and Activities

Project Activities.png
Activities.png

UX Research Methods Used:

  • Internal User Interviews

  • Client Interviews

  • Thematic Analysis

  • UX Survey

  • UX Prioritization & Roadmap

UX Team & Role Allocation:

  • Lisa (UX Head)

  • Sooraj (UX Research Lead)

  • Kelly (Note Taker)

  • Tyler (Content Review)

Participant Profile Findings

Profile Findings.png
Screenshotsfromsessions.png

Thematic Analysis

After the interviews were completed, I used the journaling method to conduct the Thematic Analysis. Through the codes assigned to the excerpts from the transcripts and manual notes, I uncovered patterns and themes which helped me synthesize the insights and prioritize the issues based on various factors.

Thmeatic Analysis-Breakdown.png

Thematic Analysis Synopsis

Reviewing the Thematic analysis, we see that the top reoccurring issue is “Inefficient Workflow” which was closely followed by ”Platform Architecture”. Users currently have a convoluted process for managing access, file and folder organizing, and managing alerts with very few customization and personalization options and high risks of IDDs. Below you will see a chart detailing the frequency in which we saw the themes arise in our Thematic Analysis Report.

TA Synopsis.png

UX Items Prioritization

UX Items Priorities.png

UX Prioritization: Effort-Impact Matrix

We used the effort-impact matrix method to prioritize the items (features, improvements & other research recommendations) to a roadmap of current and future phases of development.

Effort-impact Matrix.png
Effort-impact Matrix- Items.png

Measuring the Impact

After the first phase of implementation of the research recommendations, we saw a 30% reduction of support tickets raised to the customer support team for July from AO segment clients and an 18% increase of new clients migrating from the legacy platforms.

Thank you for reading all the way through. 🙏 

bottom of page