Creating an evergreen document:
User Personas

By request of senior management, the onboarding (of a new reconciliation) of our product was in need of major improvement and placed on high priority. Moonshot and roofshot objectives were placed on this project.

Moonshot objective

Moonshot objective

Achieve a 20% reduction in onboarding time for new reconciliation processes.

Increase customer satisfaction ratings related to the onboarding experience by 15%.

Train 100% of relevant team members on the updated reconciliation procedures

Achieve a 20% reduction in onboarding time for new reconciliation processes.

Increase customer satisfaction ratings related to the onboarding experience by 15%.

Train 100% of relevant team members on the updated reconciliation procedures

Roofshot objective

Roofshot objective

Implement innovative AI to automate 50% of the onboarding process aiming for a significant reduction in manual effort.

Develop a next-generation onboarding platform that anticipates client needs and adapts dynamically

Implement innovative AI to automate 50% of the onboarding process aiming for a significant reduction in manual effort.

Develop a next-generation onboarding platform that anticipates client needs and adapts dynamically

The Task

Task

Task

Provide user personas affected by onboarding difficulties to drive shared learning and understanding of our end users for all stakeholders involved.

The personas were to be stored in a living, evergreen document, ideally Figma or Figjam where anyone in our squad from Documentation to PMG can access the material at any time.

Provide user personas affected by onboarding difficulties to drive shared learning and understanding of our end users for all stakeholders involved.

The personas were to be stored in a living, evergreen document, ideally Figma or Figjam where anyone in our squad from Documentation to PMG can access the material at any time.

Personas

Personas

Primary
Reconciliations team lead/Manager (80% focus.)

Secondary
IT Analyst (20% focus)

Extra
Junior Reconciler

Primary
Reconciliations team lead/Manager (80% focus.)

Secondary
IT Analyst (20% focus)

Extra
Junior Reconciler

Current flow

Current flow

Our squad had to scrutinize our onboarding's existing trajectory by charting it out and tagging each sector with remarks and responses.

Perspectives

Perspectives

Collaborative dialogues occurred with various coworkers from diverse departments, giving their insights on the prevailing challenges concerning Onboarding, and suggesting possible enhancements.

In the process of creating a repository of insights from our team members, we quickly acknowledged that our perspectives and challenges were somewhat biased. This realisation led us to utilise customer personas for a better understanding of our end-users' expectations, experiences, habits, and goals.

Developing these personas can help you to step out of your shoes. It can foster an acceptance that different individuals have unique needs and anticipations, thus enabling you to empathise with the user for whom your design is intended.

The Outcome

Research

Research

Engaged in dialogues with PMO and UX teams about our target demographic. Combined effort in Figjam, video conferences, and brainstorming contributed to the investigative phase of this project.

Reaching out

Reaching out

My past tenure in finance provided invaluable exposure to past colleagues. This enabled me to directly contact them and understand their routine duties and challenges.

Looking back

Looking back

In addition to contacting former co-workers, I leveraged my background as both a junior reconciler and a team lead to further enhance our understanding of daily tasks and pain points.

Consult and review

Consult and review

Upon defining the duties for each position and allocating them to fitting knowledge fields, I showcased my work to my team for a comprehensive evaluation and to accumulate extra perspectives from diverse angles.

Evergreen

Evergreen

As illustrated below, we crafted user personas using Figma, ensuring accessibility for every squad member from PMO to Documentation. These personas significantly influenced superior design choices throughout the revamping of the onboarding process.