How Might We

Allow accounts recievable and payable associates more easily and efficiently manage their transactions so that they can focus on more strategic activities that impact the business

How Might We

Allow accounts recievable and payable associates more easily and efficiently manage their transactions so that they can focus on more strategic activities that impact the business

BUSINESS TO BUSINESS PAYMENT PLATFORM
CATEGORY

Service Design

CLIENT

JP Morgan

MY ROLE & SCOPE
Design & Research Lead
Collaborated on cross-functional team
Impact across entire line of business
No prior or existing service

ACTIVITY OVERVIEW
– Empathy Interviews
– Competitive Analysis
– Comparative Analysis
– Experience Principles
– Co-Creation Sessions
– Service Blueprint
– Site Map, User Flows
– Concept Sketches
– Interactive Prototype
– Usability Testing

OPPORTUNITY

When we began our work there was no single platform for JP Morgan cilents to view, understand, or make payments. The entire process of identifying outstanding payments and making them was disjointed, tedius, and overall riddled with opportunity for error which would trigger extensive “research”, their words, to dig into what had gone wrong with a payment. We sought to reduce the pain points and inefficacy associated with this process. 

APPROACH

We built a trusting and close relationship with the client in order to conduct deep research to understand how their clients were currently working. We visited their respective spaces and conducted interviews. From there we defined a prototype that would integrate with their current approach while removing tediousness. As a team we took turns leading both interviews and usability tests. We worked together to make sense of findings.

OUTCOME

As a team we launched a B2B payment platform that alleviated the major pain points associated with handling payments–with emphasis on surfacing and helping manage those that are unsuccessful. The platform alerted users of failed payments, or about to be past due payments, and gives them the information they need to adequately resolve the issue. We won additional client work with JP Morgan because of this project’s success. 

Scroll down for a detailed look at the process and assets created throughout the project including :

RESEARCH
SERVICE BLUEPRINT
USER FLOWS
INTERACTIVE PROTOTYPE
USABILITY TESTING
RESEARCH

I created a research guide and as a team we aligned around our research objectives before going into the field. We then divvied up client interviews. I facilitated at least a third of our 32 interviews. We spoke with stakeholders and two types of clients: “buyers” and “suppliers”. Those providing payment vs those providing services.

Visiting Client Sites

We traveled across the country to gather inputs. When we were back in the studio we used affinity mapping to notice themes between client interviews. 

This helped us get into insight statements and then opportunities for us to ideate around. We used “How Might We” statements to think through opportunities. 

Identifying Patterns Across All Interviews

COMPETITIVE ANALYSIS

I took the lead on a competitive analysis. Together as a team we looked into three competitor tools. We reviewed their registration process, payment process, payment management, connectivity, data visualization and messaging.

There were no stand out competitors within the industry, but there were definitely baseline expectations.

COMPARATIVE ANALYSIS

I also lead the work surrounding a review of experiential competitors. We looked at forward thinking startups and tech sites for inspiration – companies with buyer and supplier relationships.

EXPERIENCE PRINCIPLES

Thinking about what we heard in interviews, saw in competitors and were inspired by with experiential competitors we came up with four guiding principles: put users in the driver seat, be proactive, remove tangents and fit in the existing workflow associates are managing.

CLIENT CO-CREATION: SESSION 1

We kept our client close to our process. We invited them in to work with us through concepts we were kicking off. Each one of us owned a different activity that we facilitated with the client. Activities included: getting them up to speed with our research, prioritizing features, and mapping out a blueprint together. 

Feature Prioritization Activity

Drafting a Service Blueprint

SERVICE BLUEPRINT

As part of our synthesis process post client co-creation session we digitized the service blueprint we created with post-its initially. This helped us illuminate the people, processes, tools and systems we were dealing with. We were able to more clearly see opportunities for design intervention. 

We reviewed the blueprint with the client and kept it hanging in our war room for reference as we worked. It was so lengthy that there were a couple times it fell on us. 

SITE MAP

I created a site map to help us outline a high level view of the service. It helped us better communicate with one another, and the client, when we were doing what. It helped us maintain focus and keep momentum. 

USER FLOWS

We divvied up and each created a handful of user flows to document how the service would work. Here are some that I worked on. We had close to fifteen of them as we got closer to designing each individual screen. 

CONCEPT SKETCHES

Once we had aligned on a site map, I jumped right into sketching. This helps me quickly get my thoughts on paper. We individually sketched and then brought our ideas together to discuss before digitizing the work. 

CLIENT CO-CREATION: SESSION 2

We facilitated a second client co-creation session in which we ideated with them, vetted concepts we had generated as a design team, ranked all concepts and honed in on the design of the homepage. 

Ideation on Concept Worksheets

Concept Worksheet Ranking

Homepage Specific Co-Creation

INTERACTIVE PROTOTYPE

I owned the interactive prototype. I advised a less senior designer on how to make changes we needed to make. This prototype was particularly complex interaction wise to create due to the way we were trying to mimic table sorting, filtering and search mechanisms. 

We brought the prototype on the road with us for usability testing to vet the service we had designed. 

Sample of Interactive Prototype

Review all 52 states / pages in detail on Axshare – same password as portfolio

USABILITY TESTING

As a team we conducted eight usability testing sessions on the sites of suppliers’ locations. We divided and conquered, so I facilitated about half of these sessions. We brought our learnings back and iterated on our prototype before getting into visual design. 

There were 3 parts to each test: overall impression of concept, task-based activities and final evaluation of the prototype. Task-based activities were the focus of our study. 

VISUAL COMPS

I worked side by side a visual designer through comp creation. She developed a style guide and visual system while I advised on intent of interactions and content hierarchy.

Natalie Kuhn

A believer that many of the world’s problems can be solved using a designer’s mindset and methodology. Hopeful that I can help to create change by starting within my local community.

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Ⓒ Natalie Kuhn 2024. All Rights Reserved.
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