Process Samples

Analytics

• Using Adobe Analytics framework

• Created Business Requirements document

• Created Solution Design Reference documents

Focus Group Facilitation

Guide

Live

Analysis

Usability Test Moderation

Objectives

Adoption

• Identify Adoption barriers/opportunities

• Evaluate volume of account and position information needs

• Evaluate the willingness to continue to use Accounts

Usability

• Evaluate the processes of reviewing the current account balance, the electronic delivery preference, the Registered account's plan details, client portfolio, and the journal trailers of a specific transaction for specific users in comparison to the legacy systems

• Evaluate how much the processes function as expected

• Evaluate the frequency users experience friction

• Evaluate how intuitive the navigation is

• Evaluate how frequently the information displayed is complete

• Evaluate how frequently the information displayed is organized well

• Evaluate the clarity of instructions and labels

• Identify improvements to Accounts

• Identify tasks related to finding client and account information

Satisfaction

• Evaluate overall satisfaction of Accounts in comparison with legacy systems

• Evaluate preference of Accounts to legacy systems

• Evaluate how user processes compare with the legacy platform

• ·Evaluate task efficiency with using Accounts

Participants

Usability studies may aim to recruit between 5 and 15 participants, depending on the complexity and scope of the product or service being tested. This is often referred to as the "rule of five," as it is generally believed that recruiting at least 5 participants can help identify most usability issues and provide a sufficient sample size for analysis.

Task/Scenario Definition

Script

 Pre-test questions

1.        How frequently do you look up client or account information?

·      Daily

·      Weekly

·      Monthly

·      Rarely

·      Never

2.        How often do you access the following systems to retrieve information?

What are your top five tasks in finding client and account information using these systems?

1.      

2.      

3.      

4.      

5.      

Script In-test questions

Review the current account balance for a specific user after latest transaction

1.                     On a scale of 1 to 5, to what extent did the process function as you expected?

2.                     On a scale of 1 to 5, how often did you experience friction in the process?

3.                     On a scale of 1 to 5, how intuitive is the navigation?

4.                     On a scale of 1 to 5, was the information displayed complete?

5.                     On a scale of 1 to 5, was the information displayed in a way that was organized well?

6.                     On a scale of 1 to 5, were the instructions and labels clear?

7.                     On a scale of 1 to 5, how does this process compare with the legacy platform?

Post-test questions

1.        On a scale of 1 to 5, how do you describe your overall satisfaction with the Accounts capabilities in comparison to the legacy platforms (NetRep, OSS, My Accounts)?

What is the primary reason for your score?

2.        On a scale of 1 to 5, how do you compare Accounts vs. NetRep?

What is the primary reason for your score?

3.        On a scale of 1 to 5, how do you compare Accounts vs. OSS?

What is the primary reason for your score?

4.        On a scale of 1 to 5, how do you compare Accounts vs. My Accounts?

What is the primary reason for your score?

5.        On a scale of 1 to 5, what percentage of client and account information do you anticipate you will access with the new platform?

6.        On a scale of 1 to 5, how do you describe your task-efficiency using Accounts in comparison to the legacy platforms?

7.        On a scale of 1 to 5, how likely are you to continue to use Accounts?

8.        Describe any barriers you anticipate in continuing to use Accounts

Details:  _____________________________________________________________________________________________________________________________________________________________________________

9.        What are your top 3 needs that are addressed with Accounts?

1

2

3

10. Any suggestions to improve Accounts?

__________________________________________________________________________________________________

_________________________________________________

Analysis (Miro)

Research Planning

Product Readiness

For the customer segments we expect to adopt as of GA, we've identified and managed any detractors towards that goal.

•       Adoption level: Production-like adoption, functionality, detractors identified

•       Service levels met: Scalability - technical and operational

•       Limited issues reported: Reliability

Operational Readiness

Prepare the support and service teams to be operational in a production-like environment for GA.

•       Clear plans for support and service team with engagement to validate we are ready for GA

•       Seamless setup that can scale for GA

•       Limited issues raised from clients or operational partners

Research Questions

Research Activities

Analytics

•       Users with daily product experience

•       Captures module access/use, page access, page selection navigations, account access, types of MF transactions, bulk upload, bulk downloads, types of service, search terms, filters and selections, types of browser use, frequency of uptime/downtime, frequency of bugs and issues

Walk me surveys

•       Users with daily product experience

•       Questions using rating scales, likert scales, matrix with comment fields for additional information

Intermittent Internal Surveys

•       Internal participants

•       Questions using rating scales, likert scales, matrices, and comment fields for additional information

Problem resolution satisfaction

•       External participants who raise issues

•       Questions using rating scales, likert scales, matrices, and comment fields for additional information

Final survey

•       External participants/users

•       Questions using rating scales, likert scales, matrices, and comment fields for additional information

Focus groups

•       SPOCs

•       Facilitated groups focusing on critical issues, transition issues, adoption barriers, detractors, inter-team co-ordination, issue resolution

Reporting