In today’s fast-paced digital world, optimising user experience is crucial for any organisation aiming to thrive. At IE Hub, our journey to enhance our customer-facing system exemplifies our unwavering commitment to excellence. In this blog post, we’ll take you through our process, from initial research to strategic improvements and their successful implementation.

Our Approach:

We embarked on a well-structured journey to enhance the user experience:

Landscape Research: We began by conducting extensive research, studying the financial management landscape, industry best practices, and emerging trends to gain valuable insights.

UX Audit: A comprehensive UX audit evaluated our existing system against accessibility and usability standards, pinpointing areas for enhancement.

User Interviews: Crucially, we engaged in one-on-one discussions with real users to unearth their pain points and challenges, shaping our approach.

Key Discoveries:

Our research and interviews illuminated improvement opportunities. Specifically, we recognised the need for enhancing accessibility in our existing system. Furthermore, we understood that our users exhibited varying financial fluency and strategies for managing their finances.

The Pivot:

Understanding these user behaviours and mindsets allowed us to recalibrate our mission. We honed in on three core areas:

Efficient Data Gathering: Streamlining the process for users to collect necessary financial assessment information.

Proactive Thinking: Encouraging users to think proactively about their financial data, even when not prompted.

Subjectivity Consideration: Designing the system to accommodate varying subjective aspects of individual financial situations.

Implementing Change:

Based on our findings and strategic goals, we enacted substantial improvements:

Accessibility Upgrade: A comprehensive accessibility audit brought our system up to W3C standards, ensuring a more inclusive user experience.

Enhanced Onboarding: We introduced a detailed and welcoming onboarding screen to guide users effectively and set clear expectations.

Information Hierarchy: Our basic template screen underwent refreshing to improve information organisation, provide clearer signposting, and incorporate in-line prompts for user guidance.

Progress Indicator Enhancement: We refined the logic of the progress indicator, offering users a clearer sense of their real-time progress in the process.

The Outcome: An enhanced User Experience

These changes have notably enhanced the customer journey, offering users a more accessible, user-friendly, and transparent system to manage their financial data and make informed decisions. These upgrades not only heighten user satisfaction but also position IE Hub as a more competitive and user-centric financial management platform. Our journey underscores the transformative power of a dedicated commitment to user experience, benefiting both our business and our users.

To view the IE Hub system for yourself, click HERE. If you have any questions about IE Hub or would like to book a demo, visit :https://iehub.co.uk/book-a-demo/.