Project
The EP residuals team asked for UX assistance on a modernization effort to streamline process and consolidate software.

Details
UX was engaged early enough that the timeline enabled us to do a full process evaluation including:

- Contextual inquiries with 18 people across 9 different roles
- Persona/Role Definition
- Process map with problems and opportunities for improvement
- Task mapping / analysis
- Ranking of problems by severity / type to help the team prioritize roadmap items
- High level concepts

We were able to show how robust research can assist identifying and evaluating UX issues that directly affect the business.

Additionally, we were able to identify over 45 separate pieces of software that were required across the lifecycle of the residual setup and payments processes that had not been fully documented before.

We provided some initial concepts intended to give the team an idea of what could be targeted as a long term goal.

Role

Contextual Inquiries
Process Mapping
Role/Persona Development
Concept Development
Presentation & Recommendations

Tools
Axure
UXPressia
AirTable
Xtensio
Lucidchart