5/5
SUPR-Q Score
Achieved a perfect usability and satisfaction score from beta clients after six weeks of intensive platform testing.
UX Design
Reporting platform for lenders
$65K
Annual Cost Savings
Engineered a modern native solution to completely replace legacy software, eliminating recurring enterprise licensing overhead.
100%
On-Demand Insights
Replaced a manual spreadsheet stop-gap with dynamic data architectures that unlock daily access to performance coaching and training insights.
Role
Senior UX Designer collaborating with UX research and engineering teams
Objective
Our legacy software solution for reporting on point of sale products is currently unusable. A support team created a stop-gap manual process with spreadsheets and pivot tables, but our clients really want a dynamic solution they can easily access.
Lo-fi prototype
After meeting with our business subject matter expert to understand the current stop-gap manual process, I designed a low-fi prototype and iterated through through a few feedback rounds, first.
Screens from my first low-fi prototype, and after a few rounds of iteration with our business SME
First hi-fi prototype
After validating the final lo-fi prototype with members of our sales team, I designed the first hi-fi version using our design system. We took the first version of the hi-fi prototype to client interviews.
Client interviews
From our clients, we learned that their primary use case with this reporting was to coach their employees on how to boost sales in lagging areas. The screen below shows how individual loan officer metrics were only accessible by one product at a time. Clients wanted to see a loan officer's performance across all products at the same time.
Hi-fi v2
I iterated rapidly so that our researcher would be able to show v2 to clients with whom we had already scheduled interviews. Our access to clients was limited, so we needed to make the most of our sessions. The new information architecture structures the content by levels in the organization instead of by financial product.
Design review and final version
The clients and sales team loved the new information architecture, but there was a consistent pattern of feedback that they missed the donut charts in earlier versions. The visual elements made it easier to get information at a glance. They also liked the idea of color coding the chips showing trend information as positive or negative to further the ease of scanning the data. Design reviews led to some minor restructuring of the placement of global elements, as well, to ensure consistency across our suite of products.
Results
Sales team feedback:
“I see all of our accounts growing as a result of this.”
“Love it... that's exactly what we would need.”
Client feedback:
“I would love to have this at my fingertips every day, and we would use this every single day.”
“It truly would be my one-stop shop to see what my coaching and training needs are.”
After 6 weeks of beta testing, our clients gave the platform a perfect 5/5 SUPR-Q score, demonstrating exceptional user satisfaction, task completion efficiency, and overall usability.
Our new reporting platform will save the business $65K annually by replacing the critical operational need for legacy software licensing.
By transitioning from product-siloed data models to an architecture structured around organizational tiers, we successfully unlocked daily, actionable coaching and training insights for team leads.
The resulting interface replaced a highly fragmented manual stop-gap process of disjointed spreadsheets and pivot tables with a centralized, dynamic enterprise dashboard.