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| View the site |
Proprietary. (iCEO is available only to employees of Wells
Fargo Bank.) |
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The user experience team in Wells Fargo's Wholesale Internet
Solutions was struggling with two problems. |
| Background |
One was organizational. The internal clients that the UE
team served didn't understand what the team did. Instead of providing business
requirements that described what a site needed to do, they tried to use
the business requirements to design how the site would work. |
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The second problem derived from the first. The UX team struggled
with designing a highly complex portal based on inadequate information. |
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| The Project |
Developed a user experience process.
Captured it in a diagram. What lay at the heart of the organizational
problem was that the internal clients simply had no clear picture of what
the process looked like. So I drew them a diagram
(PDF, 1MB) — emphasizing the Definition phase. There's no one right
process. Any logical process that's executed by competent professionals
will lead to success. What matters is simply having a well-defined process
and sticking to it. |
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A diagram is an excellent tool. It lets you seen the whole
process at a glance. As you work through the process, it also provides context.
You can point to where you are at any given moment — to see where
you've come from and where you're going. |
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Helped improve business requirements.
Interviewed users. Developed user profiles. The UE team's business
analyst and I worked with the iCEO group's business analyst to develop business
requirements that focused on functionality, not design. In the process,
I discovered that there wasn't sufficient evidence to back up some of the
functional requirements. |
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I set up interviews with typical users of iCEO to find out
what functionality they were really interested in. |
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From the interviews, I distilled personas so we had a clear
picture of who we were building the portal for. |
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(Example: relationship
manager persona, PDF, 100k) |
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Created an architecture diagram.
Developed the UI. Created usability requirements. Based on the functional
requirements and the personas, I developed an architecture and devised a
UI approach to give users better access to over 70 online business applications
and over 10,000 pages of content. |
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(Architecture
diagram, PDF, 50k) |
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The technical team had occasionally had trouble implementing
the UE team's designs because they weren't sufficiently detailed. I solved
that problem by detailing the user interface in flows that specified every
possible user interaction. |
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(Example: user
flows for page customization function, PDF, 50k) |
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To complete the design, I supplemented the flows with usability
requirements. The usability requirements defined everything required of
the portal infrastructure software to support the user interface. |
