dashboard.

advisory dashboard.
advisory dashboard.

Advisory Dashboard - the story of reinventing a globally used web based tool covering various compliance related topics

Advisory Dashboard - the story of reinventing a globally used web based tool covering various compliance related topics

Advisory Dashboard - the story of reinventing a globally used web based tool covering various compliance related topics

case

study

case

study

case

study

overview.

overview.

01.

01.

Date

2017 - 2020

2017 - 2020

Date

2017 - 2020

Client

Credit Suisse AG

Credit Suisse AG

Client

Credit Suisse AG

Role

Product Owner & UX/UI Designer

Product Owner & UX/UI Designer

Role

Product Owner & UX/UI Designer

Project Management

Agile

Agile

Project Management

Agile

Design System

Credit Suisse AG

Credit Suisse AG

Design System

Credit Suisse AG

Users

2500 - 3000

2500 - 3000

Users

50-100 (internal)

Tools

Adobe XD, Figma, Jira

Adobe XD, Figma, Jira

Tools

Adobe XD, Figma, Jira

Device

Desktop, Tablet

Desktop, Tablet

Device

Desktop, Tablet

introduction.

introduction.

02.

02.

Advisory Dashboard is a global internal reporting tool containing aggregated data from various datasources used by relationship managers, investment consultants and sales support to track client suitability topics and tasks.

Modules, functionalities and (downloadable) reports have been added over time to what began as an interim solution in 2009 (Version 1).

As a result, the tool experienced performance and usability issues, an increase in bugs, inquiries, and support emails, as well as an increase in tool downtime.

When our team took over ownership of the tool in 2017, we had to decide whether to keep the existing tool and fix whatever we could or to completely rebuild it from the ground up. After only a few days of reverse engineering, code analysis, and some user interviews, we decided to reinvent the tool.

definition, scope.

definition, scope.

03.

03.

The general project definition was rather straightforward and included the following components:

Rebuild complete tool infrastructure (rebuild data model, logic, review business rules etc.)

Rebuild complete tool infrastructure (rebuild data model, logic, review business rules etc.)

Design new UI and improve overall user experience while keeping known elements/modules

Design new UI and improve overall user experience while keeping known elements/modules

Only keep topics (modules and reports) that a specified number of users access frequently

Only keep topics (modules and reports) that a specified number of users access frequently

Because version 1 of the dashboard was already in use, our team was also aware of our users' main objectives:

Easily find and track clients suitability issues & tasks

Easily find and track clients suitability issues & tasks

User friendly tool interface

User friendly tool interface

Export function (download, preferably excel format)

Export function (download, preferably excel format)

Fortunately, we already had a lot of data to work with to better understand the status quo:


  • Usage data (tool access, module, report, downloads) of dashboard version 1

  • Support mailbox with >1000 mails

Fortunately, we already had a lot of data to work with to better understand the status quo:


  • Usage data (tool access, module, report, downloads) of dashboard version 1

  • Support mailbox with >1000 mails

research.

research.

04.

04.

Research activities were divided into three parts with the goal of understanding user behavior, defining user personas/profiles and identifying main pain points:

User interviews


Our team conducted interviews with several (power-) users from all geographical locations covered focusing on three categories: general opinion about the existing tool (with reasoning), main issues, ideas for improvements

User interviews


Our team conducted interviews with several (power-) users from all geographical locations covered focusing on three categories: general opinion about the existing tool (with reasoning), main issues, ideas for improvements

Analysis of support mailbox: identify main pain points and inputs of existing users


We combed through hundreds of emails with questions and feedback, looking for patterns (affinity diagram) not only by topic but also by location.

Analysis of support mailbox: identify main pain points and inputs of existing users


We combed through hundreds of emails with questions and feedback, looking for patterns (affinity diagram) not only by topic but also by location.

Usage data of existing tool: analyze click rates, tool access, module access, number of report downloads


Our team conducted interviews with several (power-) users from all geographical locations covered focusing on three categories: general opinion about the existing tool (with reasoning), main issues, ideas for improvements

Usage data of existing tool: analyze click rates, tool access, module access, number of report downloads


Our team conducted interviews with several (power-) users from all geographical locations covered focusing on three categories: general opinion about the existing tool (with reasoning), main issues, ideas for improvements

analysis.

analysis.

05.

05.

Our research activities provided answers to the following questions:


  • Who are the primary users (persona)?

  • What are the pain points?

  • How is the tool used (user journey)?

Our research activities provided answers to the following questions:


  • Who are the primary users (persona)?

  • What are the pain points?

  • How is the tool used (user journey)?

Relationship Manager


Profile: Focus on clients, a lot of appointments every day


Goal: Handle open tasks as quickly as possible. Don't miss client related tasks.

Team Head


Profile: Managing the team, helping team members


Goal: Make sure team members take care of client tasks & risks

Risk Manager


Profile: Controlling and handling risks, creating policies/guidelines


Goal: Make sure teams meet guidelines and fulfill their risk related tasks

Primary users/persona

Relationship Manager


Profile: Focus on clients, a lot of appointments every day


Goal: Handle open tasks as quickly as possible. Don't miss client related tasks.

Team Head


Profile: Managing the team, helping team members


Goal: Make sure team members take care of client tasks & risks

Risk Manager


Profile: Controlling and handling risks, creating policies/guidelines


Goal: Make sure teams meet guidelines and fulfill their risk related tasks

Relationship Manager


Profile: Focus on clients, a lot of appointments every day


Goal: Handle open tasks as quickly as possible. Don't miss client related tasks.

Team Head


Profile: Managing the team, helping team members


Goal: Make sure team members take care of client tasks & risks


Risk Manager


Profile: Controlling and handling risks, creating policies/guidelines


Goal: Make sure teams meet guidelines and fulfill their risk related tasks

Pain points

  • Tool overall is heavily used (which was good news), but there are performance issues

  • Navigation is too complicated (overloaded)

  • Users can't find what they are looking for (too many subpages, too many downloadable files)

  • Tool overall is heavily used (which was good news), but there are performance issues

  • Navigation is too complicated (overloaded)

  • Users can't find what they are looking for (too many subpages, too many downloadable files)

Typical user journey (simplified)

information architecture.

information architecture.

06.

06.

Very quickly, it became clear that we needed to simplify things here. With so many connections and subpages (in some cases, direct access to files on sub-sub pages), the navigation was far too complicated. We were able to greatly reduce the information architecture by simply keeping the important (and often used) content. See below to compare old (left) and new (right) setup:

design.

design.

07.

07.

Sketches

Some examples of numerous sketches to find a solution…

Wireframes

Wireframes based on sketches and research findings

Wireframes

Wireframes based on sketches and research findings

user testing.

user testing.

08.

08.

to be added soon.

conclusion.

conclusion.

09.

09.

Throughout the project, our team (including myself) learned a lot. The following are the most significant takeaways/learnings:

  • Following the UX process is beneficial in theory, but it can vary in practice. For example, users may not have time for testing, there may not be enough time for certain iterations, or the budget may be limited.

  • Take the time to determine which features are required and which are not. According to our research, many of the features of Advisory Dashboard version 1 were never used.

  • When modifying known elements and workflows, exercise caution. Even if the new solution is much easier to use, there will always be users who dislike change.

result.

result.

10.

10.

tags.

tags.

11.

11.

UI DESIGN

UI DESIGN

DESKTOP

DESKTOP

CREDIT SUISSE

CREDIT SUISSE

ADOBE XD

ADOBE XD

JIRA

JIRA

WIREFRAME

WIREFRAME

PROTOTYPE

PROTOTYPE

KPI

KPI

DASHBOARD 

DASHBOARD 

GLOBAL

GLOBAL

ANALYTICS

ANALYTICS

RELAUNCH

RELAUNCH

information.

information.

12.

12.

All trademarks, names, logos, icons used in this project ('Advisory Dashboard') are proprietary to Credit Suisse AG. Figures are fictitious and for illustrative purposes only. 

© 2023 philippe.design | Made with

in Zurich, Switzerland

© 2023 philippe.design | Made with

in Zurich, Switzerland