Metric 1: Invested customers per full-time employee
Hypothesis: Providing customers with more detailed information regarding each transaction and the ability to get a clear and concise overview of their most recent history will give customers the information they need without having to calculate it themselves or request the information from customer services.
Objective: We wanted to address an area of the app that had been amended over a lengthy period but never enhanced or adjusted to accommodate post-release additions. We have received plenty of feedback via multiple channels, including the customer services team, regarding this area of the app. Therefore, we wanted to bring that information, and the existing knowledge of customer needs to the team to produce solutions that could address the feedback.
Role: The team outlined a suite of enhancements, and we set out to find out what customers thought of these and the updated area of the app as a whole to ensure information was presented clearly and provided the value they required. I took those ideas and produced a highly interactive prototype within Figma for participants to explore with our user researcher.
Results: Response to the updated tab proved highly positive, with minor additional participant recommendations regarding filter options and export choices. This was expected because the original concept was derived from customer feedback. To integrate these minor recommendations, the team broke the project down into multiple iterations for us to incrementally update over a series of sprints.
