Client Challenge
A dedicated Supply Chain Finance company, sought to elevate the customer experience for their external clients accessing the trade finance system through their customer portal.
The challenge was to:
- Assess the current user journeys
- Improve the user interface
- Strategically plan for an enhanced customer experience that aligns with business objectives
What We Did
TORI embarked on a 3-week engagement to comprehensively address the client’s challenge:
User Journey Assessment
- Reviewed existing documentation, conducted user interviews, and analysed touchpoints including portal interactions, emails, and forms
- Detailed assessment of user personas, process descriptions, and user goals
UI Look & Feel Evaluation
- Assessed the UI design of the portal, identifying areas for improvement and best practice recommendations
- Highlighted gaps between the current UI and industry best practices
CX & UX Recommendations
- Outlined key considerations for defining a CX strategy, including goals, measures, people recommendations, and process enhancements
- Recommendations encompassed customer experience surveys, user persona documentation, and prototyping UI improvements
Change Management Framework Introduction
- Proposed a comprehensive change management framework emphasising governed design decisions, traceable requirements, alignment with development teams, and integration of service metrics
Outcome & Results
TORI’s engagement delivered significant outcomes and actionable recommendations:
- Developed a comprehensive Customer Experience (CX) roadmap aligned with business goals
- Documented user personas and user journeys, enabling targeted enhancements
- Provided a UI Experience Report highlighting UI design improvements and interaction issues
- Delivered a high-level CX & UX Review Report outlining customer experience recommendations
- Introduced a change management framework for seamless integration of design changes and improvements
