As the lead researcher and senior product designer, my role was to fully understand an accounting practice job lifecycle, identify all means of workload management they go through and present a solution on which feature MYOB should build to be the leader in market of cloud based job management and capacity planning.
This role had an extensive stakeholder management across all leadership board, product managers and designers where I had the opportunity to be the leader that would influence MYOB direction on what should be built to conquer and lead the market in this segment.
How do they manage, prepare and execute a client's work? The pain points, challenges and opportunities for an ideal way of managing their workload and capacity plan
Planning & preparation
Schedule design phases
Align stakeholders expectations
Document impacts in the app suite
Potential customers and users
Research & Synthesis
lead and collaborate
Study previous research database
Recruit and Interview
Ideation & Design
MOYB Design system
Validation & Development
Internal architecture validation
Iteration within development
Visiting clients for the first time in Australia and New Zealand to understand better their work environment and immerse myself into their work was the first step I took into this research.
A mix of physical and online interviews enabled us to explore how accounting practices work, the type of jobs they do for their clients and how they manage their workflow in their own environment.
I've conducted a workshop gathering 13 accounting practices partners/owners in a half day workshop to engage a discussion on the lifecycle of a client's job within their practice.
This workshop was a break through to clear unknown gaps we had from the interviews and get an in-depth experience on how different sizes of practices manage their jobs internally, what is common and differences between them, how they perceive today's experience and what would be the ideal work scenario.
The output of this workshop was a CX journey map of a job lifecycle from the first client contact, the process of preparing and delivering the piece of work, pain points and opportunities through the process.
Using Airtable for a low cost prototype and concept test we've managed to get valuable insights in a short amount of time without touching any personalized design.
We've decided to use this methodology before investing on design to test the information architecture and its interactions. We've given users the power of add, remove and re-organize information in a way that would work better for them. At the same time, engaging with them a discussion on why these information were necessary and what we were getting right and wrong about the way we presented them.
This workshop was the key and final research piece prior design as it gave us the last bits on information needed and boosted our confidence on what and how to design this feature.
The team of development came onboard once we started our usability tests rounds.
I am always an advocate of including developers right from the start, but for this specific project, the team were only assembled when we were already in the usability test phase
I've invited them to our sessions so they could experience users feedback and trust the work we've done so far. Involving them in this phase was extremely powerful as now they had the voice of the users instead of just listening a designer talking about them.
The best and most important part of involving the team into the UX process is to get them to be a supporter and raise their own concerns in a way I haven't thought of.