Role: UX Designer

Company: Petra Trust

Project Brief

A leading corporate pension trustee in Ghana, Petra Trust manages pension schemes and provides support services to individuals and corporations within the country. I was part of a team that was tasked with designing two of their internal tools. Their Workflow Management System, which manages the influx of monthly schedules and email correspondence with clients and their Transfer Agency Application which processes and tracks pension contributions.

How might we enable Petra to effectively streamline its process across its teams to improve their overall efficiency?

Our Process

Discovery

We began our discovery with three high-level goals in mind:

• Gaining a comprehensive understanding of Petra's business process.
• Uncovering relevant user pain points to mitigate them.
• Finding opportunities for improvement.

I began by facilitating a couple of Q&A sessions with department leads to learn as much as I could about Petra's business and its internal process.

Qualitative user research in this instance key to learning as much as we can from the end user. I conducted a contextual inquiry field study which involved an in-depth observation followed by interviews of a small sample of staff members to gain a robust understanding of their workflow and behaviors.

This was followed by deep-dive sessions with our team where we synthesized all the information I had gathered during my research

A Modular Approach (Cores and Paths)

Upon discerning how intricate Petra's process was, we decided to break it into modules. Each module represented a particular stage of their workflow. For each module, we used cores and paths diagrams to highlight user goals, business goals, edge cases, pain points, etc. This helped us to capture all the variables at every stage of their process. These modules were not only useful in validating our user stories but also formed the basis for our sprints.