Lead Product Designer
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BRINGING END USERS IN EARLY ON
Before I was brought on board, the plan was to develop the tool without involvement of end users. There was a very limited number of end users and they were all available through the corporate directory, so there was no obvious barrier to research. I was told that the team knew what the end users needed.
Once I started attending meetings, I heard speculation about features that the end users might like. That sound you hear is thousands of designers going "Uh-oh!" Naturally I reached out and arranged user testing with the end users. I also arranged for the development team to attend an event themselves.
Chatting with the live events staff in person and over the phone completely changed the project for the better. We developed a tool that supports their work and significantly reduces their workload. At the same time we no longer have data issues. The live events team couldn't thank us enough. And it didn't take longer.
The company holds events at workplaces to inform employees of their services. After these events, staff schedule free appointments with financial advisors for the attendees. Until we developed this tool, they used pen and paper. Particularly at large events, this led to many double bookings, and issues with data purity and completeness.
I can't remember the last time I included a reset button on a form, but it actually makes sense in this tool. It allows the user to remove all of a customer's Personally Identifying Information, so others can't see it.
These are screenshots from the Axure prototype that I created for user testing.
The blurred fields are used to identify the employee.
This is the term used within the company for the employer.
This value is also persisted within the session.
We created the scheduler primarily for live events but it can also be used for e.g. webinars.
The value is persisted within the session, so that the FE member of staff doesn't have to re-enter it every time.
Map: Supporting our staff
The member of staff who is scheduling appointments is usually not from the area.
Including an interactive map that shows both the customer's address and Financial Engines branches, avoids awkward conversations about geography. The Live Events team were thrilled with the map.
Error states: Try again or Continue as Guest
For staff members it was reassuring to have a way of addressing error states visible on the page. It gave them confidence in the tool.
Here's the customer, whose appointment you're booking, and their address.
Third party scheduling app
The scheduling app is displayed as an app inside the page. At the end we repeat all the information back to the scheduling staff and customer, as well as send out confirmation emails and texts.
When the appointment is scheduled, the member of staff clicks Next Customer. They're returned to the starting screen. There channel and sponsor remain populated, but the customer information fields are blank.
Recognition is better than recall
Including the name of the advisor and the address that were chosen on the previous screen gives staff confidence in the tool.
MADE IN PIXEL TOGETHER