🔒 This content is protected

Back

Back

Back

Case 03

Enhancing interdepartment alignment

Fintech

Central place to monitor and manage all operations

Centralizing Operations to Boost Collaboration, Visibility, and Efficiency Across Departments

Project Overview

The platform is an internal operations management system designed to streamline and centralize workflows across different departments. It provides a unified interface that allows teams to effortlessly manage client-related operations, ensuring that every department, from sales and customer support to finance and operations, has full visibility into client information and status.

Problem Statement

As organizations grow, departments often operate in silos, leading to fragmented client data, miscommunication, and inefficient workflows. Teams struggle to access up-to-date information about clients, resulting in delays, duplicated efforts, and inconsistent service delivery. Without a centralized system, managing client operations across departments becomes time-consuming and error-prone, ultimately impacting productivity and the client experience.

[Industry]

Fintech

[My Role]

Product Researcher

[Platforms]

Desktop

[Timeline]

January 2023- April 2023

Process

01 Stackholder Interviews

Conducted stakeholder interviews across all departments to identify pain points, understand daily workflows, and gather insights on current client management challenges.

Mapped out department-specific needs and preferences, ensuring the platform design addresses unique operational requirements and promotes cross-functional alignment.

Collected feedback on existing tools and gaps, which informed the core features of the platform prioritizing usability, real-time visibility, and centralized client data access.

01 Stackholder Interviews

Conducted stakeholder interviews across all departments to identify pain points, understand daily workflows, and gather insights on current client management challenges.

Mapped out department-specific needs and preferences, ensuring the platform design addresses unique operational requirements and promotes cross-functional alignment.

Collected feedback on existing tools and gaps, which informed the core features of the platform prioritizing usability, real-time visibility, and centralized client data access.

01 Stackholder Interviews

Conducted stakeholder interviews across all departments to identify pain points, understand daily workflows, and gather insights on current client management challenges.

Mapped out department-specific needs and preferences, ensuring the platform design addresses unique operational requirements and promotes cross-functional alignment.

Collected feedback on existing tools and gaps, which informed the core features of the platform prioritizing usability, real-time visibility, and centralized client data access.

02 Mapping & Userflows

Mapped key platform features based on departmental needs, aligning them with user goals and operational priorities.

Developed user flows for different roles to understand how each team interacts with client data and completes daily tasks.

Highlighted pain points and opportunities in the current journey to inform the structure and functionality of the new platform.

02 Mapping & Userflows

Mapped key platform features based on departmental needs, aligning them with user goals and operational priorities.

Developed user flows for different roles to understand how each team interacts with client data and completes daily tasks.

Highlighted pain points and opportunities in the current journey to inform the structure and functionality of the new platform.

02 Mapping & Userflows

Mapped key platform features based on departmental needs, aligning them with user goals and operational priorities.

Developed user flows for different roles to understand how each team interacts with client data and completes daily tasks.

Highlighted pain points and opportunities in the current journey to inform the structure and functionality of the new platform.

03 Wireframes & Prototype

Transformed user flows into low-fidelity wireframes to visualize the platform’s layout, navigation, and key functionalities.

Created interactive prototypes to simulate real user interactions and test usability early in the design process.

Ensured the prototype addressed real operational workflows by closely aligning design elements with departmental needs and business objectives.

03 Wireframes & Prototype

Transformed user flows into low-fidelity wireframes to visualize the platform’s layout, navigation, and key functionalities.

Created interactive prototypes to simulate real user interactions and test usability early in the design process.

Ensured the prototype addressed real operational workflows by closely aligning design elements with departmental needs and business objectives.

03 Wireframes & Prototype

Transformed user flows into low-fidelity wireframes to visualize the platform’s layout, navigation, and key functionalities.

Created interactive prototypes to simulate real user interactions and test usability early in the design process.

Ensured the prototype addressed real operational workflows by closely aligning design elements with departmental needs and business objectives.

04 Testing & Iteration

Conducted usability testing sessions with internal users from different departments to observe how they interacted with the prototype

Collected qualitative and quantitative feedback to identify friction points, unclear elements, and improvement opportunities.

Iterated on the prototype based on feedback, refining user flows, interface elements, and feature placement to enhance usability and efficiency.

04 Testing & Iteration

Conducted usability testing sessions with internal users from different departments to observe how they interacted with the prototype

Collected qualitative and quantitative feedback to identify friction points, unclear elements, and improvement opportunities.

Iterated on the prototype based on feedback, refining user flows, interface elements, and feature placement to enhance usability and efficiency.

04 Testing & Iteration

Conducted usability testing sessions with internal users from different departments to observe how they interacted with the prototype

Collected qualitative and quantitative feedback to identify friction points, unclear elements, and improvement opportunities.

Iterated on the prototype based on feedback, refining user flows, interface elements, and feature placement to enhance usability and efficiency.

Outcome

60% fewer silos, with unified access to client data.
40% better collaboration across departments.
30% increase in operational efficiency, through simplified workflows and reduced manual tasks.

Key Learnings

Early Alignment Matters

Involving all departments early ensured the platform solved real operational problems.

Early Alignment Matters

Involving all departments early ensured the platform solved real operational problems.

Early Alignment Matters

Involving all departments early ensured the platform solved real operational problems.

Map Before You Build

Workflow mapping clarified priorities and shaped a more intuitive design.

Map Before You Build

Workflow mapping clarified priorities and shaped a more intuitive design.

Map Before You Build

Workflow mapping clarified priorities and shaped a more intuitive design.

Iterate with Feedback

Ongoing input helped refine the product and improve usability.

Iterate with Feedback

Ongoing input helped refine the product and improve usability.

Iterate with Feedback

Ongoing input helped refine the product and improve usability.

Select this text to see the highlight effect