The project commenced with a series of workshops involving various business stakeholders to define the outcomes and scope.
One of the workshops (pictured) was run with a number of sales managers and helpdesk staff who collectively had a good understanding of the brokers day to day work. We focused on the task of obtaining finance and mapped out this user journey in all its stages. Each participant had expertise in a different stage and was able to share their insights into the frustrations experienced by brokers for that part of the process.
From this, we crafted personas to give the team a direction to work towards and wireframes were created to build a clickable prototype for user testing. User testing and interviews allowed us to validate not just the designs, but also the personas. Both were iterated over time as we gained a deeper understanding of our users and their needs.