My job is to dig deep and find holes in experience across our ecosystem in efforts to increase adoption. This role considers how the industry is co-creating in the eVault space, making decisions and regulations in real time as the mortgage industry goes digital.
Approaches
Facilitate alignment workshops. I facilitated cross-teams workshops, in-person and remote, to align on problems, challenges, and outcomes. This allows us to build a vision and strategy to share with our teams.
Visualizing complexity. Mapping information that can reach wide audiences helps make collaboration on root problems possible. I use visuals to distill large amounts of info to its essence. It's the essence that inspire people to build.
Speculative design and feedback. Collaborate with my design partner Brittany Cates to diagnose pitfalls in user experience and imagine what could be, presenting it to key stakeholders including VP, support, customer success, and product management for feedback.
Interviewing users and customers. Users vs customers...talking to the right person is tricky in B2B2C spaces, and with limited resources. We rely on market research, internal user research, and feedback from customers, talking to external users as much as we can.
Tight feedback loop with support. The voices of the customer are crucial for product-market fit. Our support and customer success teams deny ideas that aren't realistic to what they hear. This loop sharpens our intuition on how to approach root problems with first principles.
Outcomes so far
Our teams are aligned on the problems, challenges, and desired outcomes. We are gradually getting resources to focus on keystone problems head-on.
We've overcome communication silos impacting our problem-solving by setting up relationships and channels with our teams closest to the customers.
More to come.
Working with a great team
Brittany Cates, Nelson Chou, Bryan Manwaring, Tyler Durrans, Jay Arneja, Tyler Prows, Brandon Bromiley, Jordan Wild, and many more.