USABILITY TEstING, A CASE STUDY

DON’T VALIDATE DESIGNS; TEST THEM. A SENTIMENT BETTER THAN “LET’S VALIDATE THIS DESIGN,” IS “LET’S LEARN WHAT WORKS AND WHAT DOESN’T WORK WELL FOR USERS AND WHY.”

The Product
Buy Side Portal, a comprehensive platform to streamline primary market workflow and manage compressed timelines and busy new issuance days. Brings together investors and banks on an electronic primary market platform that incorporates all the work flows relating to the distribution of deal terms and communication of orders and allocations. It allows users to electronically enter and manage orders on new issues, provides a single source for structured terms and condition, and view allocations direcly from syndicate banks.

The Problem
Through customer success and Pendo, we were able to surface the poor user experience with our alerting system in the Buy Side Portal. Our current UX failed at not only clearly surfacing order issues to the user, but empowering those users to resolve discrepancies in a timely manner.

Customer Success was chasing down traders and portfolio managers to resolve order discrepancies over the phone, while Pendo gave us insight on the amount of time it was taking for those issues to be resolved.

Our Goal
Design a pattern to surface alerts to users and provide direct guidance on how to resolve discrepancies. At the same time we were focused on reducing the time it takes to resolve any errors and empowering users instead of using internal resources to close the gap.