Role:

Ecosystem designer, service designer, collaborator

Partners:

Enterprise Architect Principal, Business Process Lead, Product Manager, Product Designer

Activity Overview

• Conversations with

• Market Research

• Co-Creation Sessions

• Concept Sketches + Cards

• Synthesis

Opportunity

The opportunity was to help bridge a knowledge gap and increase experience consistency. Engineers often could talk about what they knew about the end-to-end experience but lacked the ability to talk about it in a human-centered way, while Product Managers and Designers didn’t understand how their product affected the former and following product.

Approach

Once I noticed the need for this project, I set up conversations with an Enterprise Architect Principal, Business Process Lead, Product Manager, and Product Designer. I worked with this team to understand all the digital products clients and advisors would experience from start to beginning, keeping visuals front and center.

Impact & Results

The result was a visual of the end-to-end experience that helped us articulate and show what we know to be true about the current experience. My colleagues in Product Design and Product Management were able to see quickly where their product existed in the holistic experience and which product owner(s) they may need to speak with to create consistency.

Defining Success

I determined a core goal: create an easily shareable artifact for colleagues to understand the end-to-end client and advisor experience from a human-centered point of view.

Assembling a Team of SMEs

I assembled a team of colleagues I worked with previously who I knew understood the digital experience from the back of their hand. I worked with them individually to start to craft an idea of what the current end-to-end experience was for risk and wealth products.

Ecosystem Visual Creation & Iteration

Using the information I gathered with the team and from research, I designed two simple visuals of the digital products clients and advisors used throughout their experience. This paired with the ever-evolving high-level view of the experience.

I checked with the team once I made changes for feedback and further knowledge share. Sometimes there were tweaks to be made, which I completed and brought back to the group for review or clarification.

After-Action Review

Everyone on this team was great to work with and wanted to be able to visualize the end-to-end experience. I’m pleased with my ability to notice the need for these artifacts and assembling a great team. In the future, I would establish more concrete goals and socialize it more throughout the broader company, not just within Design & Product, to encourage more colleagues to think holistically.