I encountered a significant challenge when tasked with restructuring our information architecture. The company faced a dilemma as diverse opinions, laden with biases and subjectivity, hindered progress. To address this, I facilitated a workshop with the goal of establishing shared and agreed-upon assumptions by bringing user data and perspective. The primary focus was on defining the founding programs and identifying the specific target groups interested in each founding program.
Role
UX Designer Facilitator
Duration
January - March 2021
Goal & planning
Stepping in as the project manager after the departure of the previous manager, I assumed both project and client management responsibilities. I structured the project into two phases—conceptual & research UX and visual UI. Through four organized and facilitated workshops, I led clients through user research, ensuring decisions aligned with the bank's goals while prioritizing the needs of their actual users.
Heuristic evaluation & card sorting
I conducted a heuristic evaluation of the existing solution and ran a remote, unmoderated card sorting study involving 40 users. The extensive items in the information architecture posed a challenge for both the card sorting analysis and clustering. Here is a brief synthesis of the results.
Information architecture
A pivotal workshop focused on information architecture. I presented card sorting results, heuristic evaluation, and an initial proposal. Iterations were crucial as clients grappled with understanding certain categories, prompting necessary refinements.
Desktop final proposal
The navigation redesign strictly adhered to SAB Branding and style guide guidelines. Emphasis was placed on a clear hierarchy, with target groups serving as the primary level of navigation.
Mobile Screens
Given the SAB website's existing responsiveness, this project prioritized ensuring mobile compatibility. The overarching objective remained guiding users swiftly to the appropriate funding program.
Usability testing
Usability testing revealed persistent user struggles, attributed not just to copy or interaction nuances but mainly to a lack of clarity on their specific needs. This valuable insight empowered SAB clients to refine their sales strategy. Despite challenges, the majority of users demonstrated success, evident in task success rates.
Reflexions
Balancing the planning and facilitation of workshops alongside conducting research and conceptual design posed significant challenges. However, this multitasking effort strengthened my rapport with clients. I fondly recall the warm congratulations received after the final presentation.
Final results
The navigation was successfully launched on schedule, streamlining user access to funding programs. Additionally, it prompted the internal SAB team to revise program wording and internal structures. The navigation is now live; you can explore it here.
