The SOW Experience
Un-Processing a Process
Challenge
Taking on the role of a UX designer/researcher at Ernst & Young, my team and I were tasked with creating a solution that simplifies the process of creating a statement of work (SoW) between a business consultant and a client. The current process was time-consuming, complex, and lacked a user-friendly interface. Our goal was to design a minimum viable product (MVP) that could be delivered within three weeks, improving efficiency and user satisfaction.
Role
UX Researcher
UX/UI Designer
Deliverable
Research Findings and Insights.
Solution Concepts
Tablet-based, Digital Prototype MVP
Outcome
The project was a success! Despite the challenge of a tight 3-week deadline, we delivered a prototype that stakeholders liked and estimated could make the SoW process about 40% faster. The next step? Turning this prototype into a real app. This achievement marks significant progress in streamlining EY's SoW process.
Research & Ideation
Not having any experience with the SoW process I did some research to get a better understanding of pain points from both the consultant and client. This included a content audit to understand the various elements and information required in the SoW process.
Since direct access to clients was limited, I closely collaborated with Ernst & Young (EY) business consultants to understand the pain points and requirements of the SoW process.
Through additional conversations with the consultants, I gathered insights into their clients' challenges, frustrations, and desired improvements.
Based on that research, I collaborated with my team to ideate on a few concepts of possible solutions that ultimately did not fit within the scope and timeline of this project.
The feedback from the team and stakeholders determined that a tablet-based digital application would be the most effective solution within the given time constraints for this first version of the MVP. It offered the benefits of accessibility, portability, flexibility, and an engaging user interface.
I then revamped a periodic table concept as a visual anchor to provide visual continuity with pre-existing workshops. This concept allowed clients to easily select and sign up for workshops based on their specific business transformation needs.
Information Architecture
Next, I conducted a content audit, created flow diagrams, and wireframes to visualize the information architecture and user flows.
To ensure a well-organized and intuitive user experience, I focused on creating a solid information architecture for the tablet-based MVP. This involved structuring the content, defining navigation paths, and establishing a clear hierarchy of information.
I then engaged in a wireframe sketching process to define the visual structure and layout of the application. This step allowed me to quickly iterate with the team and fine-tune the design before moving into detailed visual design and development.
After further iteration with the team and stakeholders, the final version of the journey flow for this first version of the MVP included three main journeys: Quiz-driven, Consultant-assisted, and Self-driven.
Digital Prototyping
Next, I began the process of translating the IA and wireframes into a “clickable”, tablet-based digital prototype.
Using Figma, I created low-fidelity wireframes that outlined the key screens and interactions within the application. The wireframes were intentionally kept simple, prioritizing the layout and content hierarchy.
Once the wireframes were finalized, I transformed them into interactive prototypes. This allowed us to simulate user interactions and test the flow of the application, providing a more realistic experience for stakeholders and team members during the testing phase.
Throughout the development process, I maintained close communication with the team, addressing any design-related questions or clarifications.
Finally, I created high-fidelity mockups that showcased the final visual design. These mockups incorporated typography, color schemes, icons, and imagery, ensuring a visually engaging interface. I collaborated closely with my team to ensure the visual design was both aesthetically pleasing and technically feasible.
Conclusion
I introduced the prototype, highlighting its features and demonstrating how it simplifies the SoW process, incorporating user testing feedback and making final design refinements. we delivered the tablet-based MVP to the business consultants and stakeholders for more testing and development.
What We Learned
One of the main takeaways from this project was the need for more time to dive deeper into user research. For future projects, we'll aim to allocate more time for this critical phase to ensure we fully understand our users before moving into the design and development stages.
Opportunities
Although we received positive feedback from stakeholders, for future iterations of the app I would like to dive deeper into utilizing AI in the quiz-driven path, enhanced collaboration tools for the consultant-assisted path, and the ability to work on the SoW offline.
Final
Despite the challenge of the tight deadline, the MVP prototype was delivered within the tight deadline for further testing and development. Our proposed solution addressed the project goals and also brought a fresh, innovative perspective to the SoW process.