Jordan Yep
👋
Jordan Yep

SAP Analytics Cloud

Helping businesses gain insight on their data through voice, and discover content across their organization.

SAP Analytics Cloud provides end-to-end analytics for business, helping them make decisions through their data through visual dashboards. This product combines BI, planning, predictive, augmented analytics, and machine learning capabilities through the cloud.

My role:

Through 16 months as a UX Design Intern, I worked on different LOBs including the Platform team (May 2019 - Dec 2019), along with the mobile team (Jan 2020 - Aug 2020). Working alongside product experts, engineers, and fellow designers, my responsibilities included:

  • Owned the voice UX mobile integration, working with product experts and engineers to deliver the Q1 2021 scope for a top customer request

  • Collaborated on delivering a data governance feature, helping to create user flows and scenarios to deliver the 1st version in Q1 2020

  • Synthesized the future vision documentation for the mobile app, ensuring mobile to desktop feature parity for the product roadmap

  • Worked with engineers and product experts, identifying areas of improvement through research and prototyping for over 10 user stories


Voice to Insight:

Voice To Insight in action

I worked on bringing voice implementation to the mobile app for business insights, building off the Search To Insight feature. Using natural language processing, I helped to further the mobile use case of gaining insight on users analytical questions to allow users to gain business insights through voice.

This challenge was unique because we had to consider an interaction method where we had to determine the precise dataset which a user would want. This is because there could be many business models to choose, with each model being potentially complex depending on how it was set up. To get the correct insight, users need to be able to determine the correct model.

On desktop, this is easier because as you type, you can select a model directly. But with voice, speaking and getting a result has to be fluid with minimal additional interaction.

Workflow overview

The result was a workflow that could be integrated directly into the text-based Search to Insight feature. We would return the most popular entity result, but also allow for the familiar interaction of entity selection, built into the behaviour of voice.

You can learn more about this in the above video, along with a blog post.


Analytics Catalog:

Landing page for Catalog
Metadata description

I also worked on Analytics Catalog, helping users discover content in a central area.

As an example, think about your Documents folder with probably multiple files, and you're trying to find one specific file tucked away in an obscure folder. Might not be so easy?

The solution was a guided browsing experience, with enhanced metadata and custom filters. By having a central place to discover content, there’s no need to show folders, but rather have everything in a single view, with content curated for each user based on their permissions.

You can learn more about this in this blog post.


All other work and future scope of projects showcased here is under an NDA, but I would be happy to discuss my experience and takeaways from this internship in-person or at an interview.

And a huge thank you to my mentors: Salathiel, Vince, Brianna, Lauren, Joelle, and Brett for empowering me throughout this internship.

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Vancity MyCredit: UX Design Capstone Project

A companion application for Vancity members to manage their credit and set goals that encourage credit building, to better support their financial well-being.

The following work is a personal redesign of a previous academic project. Originally, this was a student project with 5 designers (Elena Hsu, Kristina Kim, Elizabeth Lo, Macguire Rintoul, Isabelle Soares).

The original project received an Honourable Mention for the and showcased at the The team was also invited to share the project with Vancity’s Digital Strategy team after the course concluded.


After the course concluded, I redesigned aspects of this project based on feedback after the course. This was an exercise to reflect on my own design process, and implement areas of improvement.

Disclaimer: The following work is a hypothetical solution, and is not affiliated with Vancity Credit Union.

Domain Problem

Financial credit is an important aspect of Canadian’s financial history, and an estimated 56% of Canadian’s have never checked their credit score ().

As one of Canada’s largest non-profit credit unions – Vancity can help deliverer digital offerings that can benefit their members and communities. And since almost half of their members interact almost entirely digitally, this would be an added value to their digital functionality.

But credit is misunderstood...

One big challenge is that there are misconceptions when it comes to credit building, along with the fact that Vancity provides little information about credit building. With this solution, we could address these gaps and issues to bring member scores to the forefront earlier.

Therefore, Vancity has an opportunity to address:

Information Hierarchy
Despite the importance of credit, relevant information lies deep in the navigation of Vancity’s website.

Lack of Resources
Vancity’s existing mobile app has yet to provide resources for credit management.

Fear of Checking
We found that people were actually afraid to check their score, especially those with lower credit scores. Along with this, we found that 1 in 5 people think checking their score will actually lower it, which is a false assumption.

Low Urgency, Low Importance
Many people don't realize how credit affects them until it's too late. Generally, this could happen when they go to check their score, and if a score is low, it cannot be fixed overnight.

Rather than just telling people about credit, we felt strongly as a team that a meaningful intervention had to be more than information. It is more meaningful to ask what to do with this information?

How might we provide guidance that reduces financial anxieties by encouraging members and providing tools to reach their goals?

Process

Understanding Vancity Members
In order to understand our members, we conducted research during our sprint to determine segments that members with credit could be.

We settled on a customer segment who would need help building credit:

Disappointed Applicant

Members who have applied for loans but were not approved, or were not able to get the interest rate they wanted due to their credit score.

Guiding the Journey

We created this persona based off our member segment: a full-time veterinary technician who didn’t qualify for an interest rate they were happy with. This persona needs guidance, and this is where Vancity could intervene most meaningfully.

By creating a journey framework, it allowed us to understand what the current process is today without our intervention. This helped us to fully illustrate the process and identify current frictions within the process of researching credit.

Research
As a lead on testing for the team, I designed the user test plan for the team. For testing, I conducted in-person user testing with a think-aloud method. This allowed for the most pivotal feedback.

Through 3 weeks, we user tested with 9 participants. Our methodology involved:

  • conducing A/B think-aloud user testing to look at the clarity of the app

  • comparing two visual concepts to determine the final result

  • testing common workflow scenarios via a Flinto click-through prototype

By testing, we identified that we needed to explain credit better, specifically making on-boarding more relevant to avoid confusion. We also validated from A/B testing which version was easier to process.

Design Principles

In order to have a clear direction for the voice and tone of the application, we established design principles that guided our interface.

Be Personal
As a local credit union, Vancity is recognized for their personal service which should be consistent across all channels.

Be Clear
Use common language to guide members through understanding each step of their credit process.

Be Hopeful
Provide information upfront and always frame things positively when assisting members in improving their credit score.

Scenario overview:

Design Evolution

One challenge was the use of red. Red is Vancity's brand colour, but also has a negative connotation in finance. Through the redesign, I wanted to look at muting the red colour an adding in other accompanying colours, while still respecting the brand.

Other aspects of the redesign also looked at bringing in more clarity to charts used in the app.

Final UI:

Home

Quick and glanceable information about their credit score is intended. Members can see their overall score, credit at a glance, goals, and insights about what is affecting their credit score. The use of flags for insights and colour connotations identify the positive and negative factors.

Home will showcase your credit score on a graph, and show your score over time. Data cards showcase why your score may be lower, with a "threshold flag" to indicate negative and positive results.

Onboarding

Our onboarding explains credit, and links accounts from other financial institutions, to give a cohesive look at how factors and other accounts affect their score.

Goals

Curated information helps members reach their goal by giving them clear, achievable steps within a reasonable timeframe.

Learn

Based on the FICO Equifax factors, these are the 5 guidelines that influence your credit score. Clicking on a factor reveals more insights about that specific point. We can point to actions here, such as enabling Pre-Authorized Payments, which can help members.

Notifications

Everyone manages their finances differently. With curated notifications, MyCredit recommends actions specific to each member’s habits rather than providing generic information.

Celebration

We celebrate accomplishments and recognizing members for their efforts encourages them along their credit building journey.

Full App Architecture

This is our imagined sitemap that would be needed for initial implementation and launch if Vancity was to make this available to members, to achieve the optimal experience for Vancity members.

Measurability & Defining Success

Our team was invited to present the full solution to Vancity's digital strategy team after the course concluded, with positive feedback from the team.

Financial literacy is an important component of all of our products and services at Vancity. The app demonstrated the unique financial needs of our members and community, with excellent design and a modern take on Vancity branding, this project inspired our Digital team to push for new user experiences. It is clear that the product was well researched and would produce the results that the team wanted.
- Aaron Walker, Manager, User Experience at Vancity

The key takeaway:

By giving members the tools and knowledge to build up their credit, we can empower members to change their score.

Reflection

This project allowed me to gain more experience in prototyping, and help to bring interfaces to life with more complex motion. Being able to adapt quickly to interface changes allowed me to develop my thinking process and workflow for collaboration between UI and prototyping.

This project has helped me professionally as well, as this was a large-scale project in a short time frame. It allowed me think more rapidly, and develop more clear design decisions.

Vancity MyCredit: UX Design Capstone Project
6 min read
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