Research
Research Tools and Methods
Interviews
Focus Groups
Journey Mapping
Service Blueprints
Mural
Dovetail
Length of phase
4 months
# participants
40+ users
Research Overview
We began by immersing ourselves in the existing onboarding process to truly understand its intricacies. This phase was about listening—conducting interviews with internal teams, application developers, and advisors to uncover pain points and needs. We didn’t just gather data; we walked in the shoes of the users, creating personas and empathy maps to visualize their experiences.
To connect the dots, we developed user journey maps that revealed where the process broke down and where it excelled. A detailed service blueprint captured these insights, mapping out bottlenecks and inefficiencies across the system. By the end of this phase, we had a clear picture of what wasn’t working and where opportunities lay.
Journey Mapping
Created journey maps for various stakeholders, highlighting pain points and opportunities.
Outcomes:
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Comprehensive understanding of user needs.
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Clear identification of challenges and opportunities.
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Foundation for a user-centered design approach.
Understanding Context:
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​​​​Interviews: Conducted interviews with internal and external users, including ADOs, BOs, and IUSG advisors, to gain a comprehensive view of service perceptions.
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Data Analysis and Synthesis: Grouped insights from interviews into common needs, pains, and gains. Synthesized data into user journey maps for key stakeholders and developed a current-state service blueprint
Service Blueprint
Developed a comprehensive current-state service blueprint to identify bottlenecks and inefficiencies.