The Process
I began the research phase with the following objective: understand why brokers were abandoning their tickets or not submitting tickets at all
Research was conducted through:
Contextual inquiry - a look into previously closed trades and how they went from origination to connected
User interviews
Feedback submitted to our business side
Research insights:
No updates
Insufficient detail on statuses
No ticket management
Key Insight: Users will submit a ticket, but won’t follow up on the platform because they aren’t receiving information through the platform; they only receive updates on calls with our staff
Broker Needs
“ My tickets on the platform are outdated, it’s inaccurate. There’s more happening than what’s on this page and I can’t get them here.”
View their groups portfolio of tickets in a holistic way
Organize and slice their tickets by who submitted the tickets and by client
Quickly access the tickets with most recent updates or that need immediate attention
Access the history and context of a ticket in the market to relay information to their client
Defining our solution
To synthesize the insights into a solution, we needed to address three things
Align real life activity to the platform updates
Provide a holistic useful summary of a user’s submitted tickets