Client Experience metrics

Wireframes | POC testing | Interactive prototype | Usability testing

JP Morgan is one of the largest banking organisations in the world, naturally the list of clients of various sizes and net-worth is extremely long. The Corporate and Investment Bank works mainly with other banks and hedge funds, looking after their whole investment lifecycle - everything from selling research to brokering and supporting trades of various products and any issues that may arise in the process. In order to provide best in class client experience, we are introducing a new way of tracking and measuring the attitudinal and behavioural metrics across the entire client journey.

The grounds of the work had been already completed when I joined the project - all the metrics and values that the whole client service organisation would track and aspire to were defined. What we wanted to learn was whether these actually resonated with the people who would be using them, whether the concepts at a high level made sense, as well as what would be the best visual representation allowing them to have a quick feel of how a client is doing, through a more detailed breakdown of each stage down to how each specific metric is displayed. In order to learn the most in a single half an hour interview, I created a high-fidelity interactive prototype that I iterated on slightly after each interview, ensuring the variations are meaningful but not ground-breaking.

I explored various ways of representing each level of metrics and their meanings, aiming at providing the most understandable and usable way for a client service representative to quickly be able to spot if there is an issue and at what stage of the journey that issue is.

Along with another UX designer and the product owner, I conducted 12 interviews with people from different levels of the organisation, currently still working in very small silos where their remit of work and expectations are down to a few, very specific tasks.

Following the interviews I completed a thematic analysis on the insights that I presented to a number of senior stakeholders informing them of the deep need for transparency between teams and the expressed desire from all the participants in the study to feel empowered to act on issues they spot both within their immediate teams and outside them. The study also uncovered some of the unclear representations in both visual and linguistic terms of the new model of work that will be introduced alongside this component.

Currently I am working on the next stage of designs, building upon the findings from the study.