Background

The client, is a public investment bank. Serving as a one-stop shop for entrepreneurs, it offers a comprehensive range of financing and support solutions to companies across all regions. Their services include banking, coaching, export credit insurance, and solutions for foreign enterprises. They collaborate with a wide array of partners to support entrepreneurs and foster economic growth.

These partnerships include ;

• institutional entities such as Regional and Territorial Councils and State Services in Regions to promote economic development and innovation throughout the nation

• banks and investors,

• and entrepreneur support networks, each playing a pivotal role in their mission.

Challenges

The client aimed to streamline and concentrate their services to effectively serve four distinct partner groups.

The relationship with these partners was currently addressed by a scattered and incomplete digital ecosystem, with some processes not being managed digitally at all.

Outcome

Over the course of 3 years, 30 experts in Product Management, Development, and Experience Design collaborated with the client’s teams ;

• To develop 70 digitalized subscription journeys and 4 new partner platforms

• To connect 11,000 partner users,

• And to equip nearly 500 employees with a robust back-office system to manage requests from the developed partner platforms.

My contribution

As the Service & UX Designer within a team of six designers, I led the UX strategy to create a platform from scratch, for regional government partners of our client. Other scopes included different user groups managed by different designers. We all collaborated closely with a lead designer to ensure alignment with overarching business goals and maintain consistency across these varied experiences.

Key responsibilities:

I conducted user research to understand digital and non-digital processes and streamline them into a cohesive, digital workflow. This included mapping complex processes and formalizing them to clarify cross-platform impacts on diverse user groups. I worked closely with Product Owners to assess feasibility and prioritize solutions.

Adaptability in collaboration:

Faced with frequent feasibility constraints and tight project timelines, I provided alternative versions and simplified solutions, ensuring we met both user needs and project deadlines. My collaboration with the product team, product owner, and developers was key in adapting swiftly to align on roadmap goals.

Project key moments

User & stakeholder interviews・Observations・Co-design workshops・Process mappings・UX Wireframing・User testing

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