Refinitiv (LSEG Business):
Global Fintech
Refinitiv is a global fintech company who refine and deploy the worlds data to power and connect global financial communities, serving more than 40,000 institutions. I worked in their customer experience team which spanned across multiple of their product offerings. One of my main projects was to redesign the Journey for customers onboarding on to the platform.
Project Details
Role: Senior UX Designer (Contract)
Length: 5 Months
Key skills: Service design, Empathy mapping, User flows, Prototyping, Information architecture, Presenting
Key project - Platform Onboarding
Overview
The main goal of this project was to move from legacy systems and designs to an updated experience. It utilised the technological improvement of having a single username and password instead of different ones for each service. A huge part of my role was about connecting 8 different teams that had been working supporting the same issue but not having governance over the entire process. It was key to first understand all the systems that existed and how they could be utilised to create a smooth and efficient signup and first time login. I designed two phases, the initial phase using current technologies but changing the flow and copy of welcome emails. The second phase was far more ambitious and is set to implemented from Q1 2023, this completely redesigned the process and created a on platform onboarding tutorial.
Research
The first step was an indepth review of the current system, this was recorded and narrated over to out line confusions and key problem areas. These recording could then be sent out across the teams involved in helping improving this process. No one had seen the process from end to end but had only heard bad feedback from customers, so this was keys to state a base point for everyone involved.
Another team had done substantial user research with over 20,000 users for onboarding onto their product offering. A lot of this information and onboarding flow could be used for the cross platforms designs I was creating. This research went on to inform many of the designs and proposed flow suggested for the phase 2 designs.
Empathy Maps and User Flows
Here is an example of a before and after empathy map created to help understand which parts of the journey needed to be improve and fixed. The empathy maps really resonated with people as it allowed us to have a common user focused problem to fix as opposed to them focusing on the technical fix.
Prototype
The prototype ran across multiple platforms starting with email templates, to custom password screens and then to the product homepage. There were 4 different sites that the welcome email links to but for confidentially reasons I can not show the full prototype only a proposed user flow.
Other notable projects
API Linking and certification
This project was consisted of a 5 step process that informed the user on the processes involved on linked and connecting an API. It had a system to run the API in a test environment first before deploying to production.
Admin Dashboards
These dashboards served for administrators to see if anysystems were down across the globe and a way to have details about any alerts there might be about these outages. The design of this dashboard was in a widget format and had different dynamic feature that were live and continuously updated with new news and data.
