Improving UWM's Internal Document Management System
Research Ask
I was asked to discover user pain points, workarounds, and knowledge gaps related to the company's internal document management system.
Project Goal
Gather data points and turn them into actionable insights to help inform the product roadmap.
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I worked closely with the Business Analyst and Developers to prioritize these action items based on impact/effort.
Research Approach
I designed and executed a diary study in which users recorded their thoughts, pain points, and other information in a Qualtrics survey multiple times over a two-week span.
Outcome
I worked with the product team to prioritize my UX recommendations and action items to figure out the lift and value of the design changes and where they would fall within the product roadmap.
The product and development team made several immediate UI changes based on our recommendations. These changes made the UI more intuitive and increased learnability for users.
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Together, the product team and I were able to prioritize UI changes and create a roadmap that was informed by my user insights.
Impact
The UI changes we implemented help users utilize the software more efficiently, by giving them access to more information and helping them find relevant information faster.
These design changes help the company process loans faster and with more accuracy.