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Finance System Redesign
Context
The finance division website of Northeastern University is an internal centralized system for the finance department to manage all finance-related crucial information and functions.
Teammates: Kayla Fulfer (PM), Sarah Sterrit (Lead PM), (Stakeholder), Sean Tiernay (Tech Lead), Karin Kiewra (UX content manager), Magdalena Hernandez (Content Writer), Thomas Nedell (Stakeholder), Steve Reepmeyer (Creative Director)
Challenges
The current satisfaction rating of the finance system was in decline with the increasing volume of negative user feedback. The content in the current system is out of date and organized in a fragmented way. Besides, The current system has 35 broken links and 20% overlapping content of 504 HTML pages.
Timeline
07/2019 - 10/2019 (3.5 Months), Launched on 1/2/2020
My Role
UX Design & UI Design
UX Research
Design Strategy
Target Audience
Primary: Internal faculty and Staff
Secondary: Financial management team
Problems
• The current system has a low engagement and performance rate.
• The current system is improper and has confusing navigation, leaving users lost and frustrated
• The current system has poor usability and accessibility
Goals
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Design a more usable site that facilitates content, service exploration, and update to new brand look and feel
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Resolve awareness problem by communicating the value of the finance department as a centralized resource
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Deliver a more seamless integration experience
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Create a scalable and flexible platform that supports regular, relevant content updates
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Improve the website engagement and performance by enhancing user experience and satisfaction
Contributions
I led the experience design efforts from the end-to-end process and was assisted by PM (Kayla Fulfer) for the SWOT analysis and usability testing. We received oversight and input from cross-functional teams. Sean and Mike are amazing developers and help us to bring out the vision to life with the initial release on 1/2/2020.
In the project, I also conducted a comprehensive website audit, applied triangulation research methodologies (FGI, Usability Testing, CSAT) to identify problems and user needs.
I presented the insights and updates of each design stage to the senior VP leadership of the finance division. Besides, I assessed, optimized, and delivered wireframes, prototypes, final UX deliverables, and development documentation.
After the project launched successfully, I kept track, maintain and refine website performance quarterly.
Key Solutions
• Introduced task-based navigation to organize the content based on user requirements
• Merged and updated content creating cross-linking rather than pages with content overlap
• Utilized navigational components to help users navigate through to the next step
• Converted PDFs to HTML pages to make the content discoverable
Measurements
Task-level behavior:
Session Rate
Bounce Rate
Attitude:
CSAT (User Satisfaction Level)
Impact
So far so good!
After the project launched successfully, we conduct CSAT (Customer Satisfaction Scale) testing with our target users, compared to the previous design, the CSAT score has increased from 42% to 81%.
PHASE 0
WEBSITE REDESIGN PROCESS
SWOT Analysis
Concept Validation
PHASE 1
UNDERSTAND AND DISCOVER
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PHASE 2
RESEARCH, ANALYZE, PLAN
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PHASE 3
USER JOURNEY & DESIGN CONCEPT
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FUTURE STRATEGY
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Previous Sitemap
New Sitemap
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PHASE 4
DESIGN VALIDATION
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PHASE 5
PREPARE AND DEVELOPMENT
My Key Takeaways
It's necessary to break down the complex project/concept into simple actional steps.
Having sufficient time on the project plan was one of the biggest factors that helped the project succeed.
Applying the triangulation research method is an expensive choice but it ensures more reliable and valid results by considering multiple ways of collecting and interpreting data.