UX Process

Challenge

Help the UX team deliver clear, consistent and accurate content on time and at scale
Help the business build positive brand sentiment and commercial success

Solution

A rigorous, consensually agreed process that optimises content

My role

I put into practise (and advocate for) design values at every stage of the process

1. Discover

Gather a full picture of user and business needs, compliance and regulatory

requirements, diverse user group issues.

Assess how competitors address the proposition (either well or badly)

2. Align

Ensure goals are confirmed with diverse stakeholders such as product owners, lawyers, SMEs, risk experts, privacy analysts and developers.

3. Include

Remove language ambiguities, cultural assumptions, unintentional exclusions

Develop content strategy that simplifies

journeys, introduces information correctly and lightens cognitive load

Achieve clarity across any flow with all users, including compatibility with assistive technologies

4.Test

Conduct comprehension tests to validate that information has been communicated, and user tests to validate usability.

5. Iterate

Refine content to ensure it always achieves clarity and ease for users, and maximises completion rates for the business.

Log the iterative process to ensure:

- We can learn from every project

- Process is visible for internal and FCA audit

6. Agree

Manage stakeholders so their requirements are met and approvals gained before release

This process adapts to both conventional and Agile delivery systems

Switching

Enhanced

Transactions

Vulnerable

Customers

Motability

Design System