PROJECT
I joined the team at a point where a key project had reached impasse. A business analyst had captured requirements for a new case file management / ordering solution to be built externally.
Business partners were uncertain about whether an external agency was the right decision.
I joined initially reviewing the existing material, and went on to oversee discovery / ideation and UX delivery with internal stakeholders actively brought into ensure the project remained on track.
I translated the weighty project specification, into digestible format, swapping specs for user flows, prototypes and stakeholder reviews.
OBJECTIVE
+ Deliver an order management system - capable of processing orders received manually and via API. Typically CLS process 20,000 orders a month. Their existing systems was struggling to keep up with the demands of customers, and offered users perfunctory view of their orders via plain text emails and pdfs. It wasnt capable of servicing internal or external users needs.
+ Design and build - a fully customisable CMS based website to help internal teams drive campaigns with the ability to measure response, refine messaging and present the value of the CLS proposition. The bespoke CMS platform which was built externally by contractors used old technologies, patches piled on the solution as quick fixes left a website which could only be edited by a team of developers, and could tie up vital engineering resource for two or more days a week.
+ Management reporting system - existing systems offered little insight into wealth of data held across disparate systems at CLS. Management reports system was built within such rigid bounds that the team were unable to pull key data to inform management team decisions. Manual processes to prepare data added tied up key members of the team several days a month to offer answers are tied up processing data manually
+ Ensure branding remains contiguous on and offline for the groups divisions
APPROACH
Having reviewed the card set based spec I set about efforts to gain traction on project to redevelop the order capture and management systems with the SME in situ:
+ I set about translating the data captured within by the systems architect into a living breathing set of user flows, and low fi wireframes which could be used to drive stakeholder meetings. Giving stakeholders a concrete point of reference for the project, regular meetings were held to ensure that the business had full sight of the project throughout. Development had full sight of the evolving needs of the business.
+ Working with the marketing team we collectively focused on making the accessible and more abstract aspects of the development accessible to SME across the team, to ensure the business as a whole felt invested in the process, and more importantly to make sure key issues could be identified and rectified early within the process.
+ Latterly I worked in a hands on role to resolve UX issues with the website, ordering systems, and rework the structure and design of policy documents issued.
WORK / DISCOVERY
Discovery in this instance was almost entirely internal. Stakeholder engagement focused on:
+ Identifying gaps between business requirements captured and the array of largely manual processes that kept key parts of the business operational.
+ Changes since the document was compiled
+ Regulatory changes which would need to be factored into order management / policy documents issued by internal systems
+ Investigating administrative systems excluded from the initial review of company systems.
+ Searching for opportunities to support processes which could not be fully automated in the first phases of delivery.
INVOLVEMENT
Analyst / Stakeholder Communication /
UX / Web / Front end on Build x 4 Brands
Supporting Marketing Team
PROJECT LEADS
Matt Le Breton, Managing Director (CLS)+
Tim Le Breton, Managing Director (FCI)+
Ruth Bucknell, Business / Marketing Lead
Ken Mackness, Business Analyst
Tom Plews, IT Director
Mandy Stephens, Director Accounts
Stacey Coppack, Director Compliance
TECHNOLOGIES
Kentico
Browserstack
C#, jQuery, Bootstrap
Analyst / Stakeholder Communication /
UX / Web / Front end on Build x 4 Brands
Supporting Marketing Team
PROJECT LEADS
Matt Le Breton, Managing Director (CLS)+
Tim Le Breton, Managing Director (FCI)+
Ruth Bucknell, Business / Marketing Lead
Ken Mackness, Business Analyst
Tom Plews, IT Director
Mandy Stephens, Director Accounts
Stacey Coppack, Director Compliance
TECHNOLOGIES
Kentico
Browserstack
C#, jQuery, Bootstrap
MAPPING PROCESSES / PERMISSIONS
Building solutions which support colleagues and customers
Building solutions which support colleagues and customers
EXTERNAL SAMPLES - UX / Analysis / Prototyping
Permissions Modelling:
- Back office / B2B Case File System
- Back office / B2B Case File System
Service Design:
- Back Office: B2B Account Request
- Back Office: B2B Account Request
Wireframes:
- B2B purchase path
- Back office: Account management
- Back office: B2B account request
- Case File System
- B2B purchase path
- Back office: Account management
- Back office: B2B account request
- Case File System
RESULT
Delivering clarity and continuity in the property transaction process via a suite of bespoke solutions. Supporting legal professionals access the right information they need with forensic detail, to help them give their client confidence.
+ Bespoke order management processing 1M orders / a year (load tested to 20,000 orders per day)
+ Automated document production
+ Back Office system - supporting team processing complex conveyancing requests
+ MS Dynamics bespoke solution - supporting UK conveyancing panel
+ 2 CMS websites for partner brands including Future Climate Info
Delivering clarity and continuity in the property transaction process via a suite of bespoke solutions. Supporting legal professionals access the right information they need with forensic detail, to help them give their client confidence.
+ Bespoke order management processing 1M orders / a year (load tested to 20,000 orders per day)
+ Automated document production
+ Back Office system - supporting team processing complex conveyancing requests
+ MS Dynamics bespoke solution - supporting UK conveyancing panel
+ 2 CMS websites for partner brands including Future Climate Info
CONTACT DETAILS
Linkedin profile
CV & Casefiles
Linkedin profile
CV & Casefiles