Re-design of Salary Packaging Platform
As part of McMillan Shakespeare Group’s digital transformation, Cognizant initiated the re-platforming of the online portal for RemServ — a key brand helping customers manage their salary packaging accounts. Recognising an opportunity to elevate the product’s design and user experience, Cognizant brought me on as a product designer to lead the UX and visual redesign.
Role
Design Lead
Date
09 November 2022
Bridging the Gap Between Assumptions and Insights
Early in the project, I noticed that user research wasn’t yet embedded in the organisation’s decision-making process. To move forward effectively, I needed a way to quickly gather insights, validate assumptions, and demonstrate the value of user-centred design to key stakeholders.
I brought together colleagues and executives who were closest to the customers day to day experience. Through a series of structured workshops, we surfaced key assumptions, aligned on primary pain points, and defined a clearer understanding of who we were designing for.
I was fortunate to get access to VWO earlier on in the project. Through VWO, I ran heatmap and clickstream tracking and an in-app feedback survey which collected over 300+ responses from everyday users. I also analysed Google analytics data to help understand red routes and goal completion.
We had to weigh up engineering time and effort and look for quick wins. I got the whole project team together and at a high-level we prioritised what we could tackle within the project timeframe.
I ran a card sorting workshop with key stakeholders and leaned on our research findings to improve terminology and navigation.
Look & Feel Consistency
One of the clear needs was to improve the look, feel and consistency – not only to the new platform but also across all other experiences, including the mobile app and website.
Building out a design system
I aimed to set the foundations for other designers moving forward. I created the foundations of a style guide and component library in sketch with an improved focus on accessibility.
Using the new library and style guide, I mocked up early concepts showing how the platform could look.
With the project timeframe in mind, I was keen to get to work creating low-fidelity prototypes and start testing new concepts.
For speed, I used Whimsical to collaborate and prototype ideas – focusing on functionality and usability. We worked through many iterations of ideas and tested interactive prototypes with users in Invision.
Final Result
