About
Summary
The Halo BCA Chat project is the creation of a UI related to tools that allow users to contact BCA Customer Support through a chat platform embedded on the BCA website. Users can express complaints regarding the use of BCA banking services, and then BCA's Customer Service will promptly follow up on their inquiries.
As a UX designer working on the "Halo BCA" project, my primary task involves designing and enhancing the user experience for a chat platform embedded within the Halo BCA website, ensuring that it is user-friendly, visually appealing, and aligns with the project's objectives and brand identity.
Role
I acted as a UX Lead, while also handling Design Ops responsibility, working closely with product manager, developers, and stakeholders.
Scope
Persona, Research, User Journey Map, User Flow, Wireframe, UI, Prototyping, Visual Design
Platform
Embedded Web, Mobile web?
Scope
Persona, Research, User Journey Map, User Flow, Wireframe, UI, Prototyping, Visual Design
The Process
Objectives
The goal is to simplify the management of complex payroll tasks, streamline payroll processes, build more advanced and seamless processes, eliminate confusion regarding government regulations, and enhance the way payroll operations are conducted. This empowers businesses to excel with their strategies without being overwhelmed by manual work.
What type of persona do I search?
There are two types of personas, Proto Personas and Qualitative Personas. I define them through interviews with Customer Relation and Customer Support, examine the demographics of real clients, observe patterns found among existing users, and analyze the daily routines of users.
The user personas I've selected come from HR professionals, startup owners, small and medium-sized business (UMKM) operators. For ESS users, the personas are drawn from the employee demographic.
Persona to User Journey Mapping
Prioritization
Prioritization is done by taking into considering few factors, such as UX Value, Effort, and Impact. The goal of this prioritization is to determine which feature will be developed first, which is the most urgent, and which provides the most benefit.
Research
I conduct research by first seeking the source of the root cause. I observe what people do and why they take certain actions. Emphasizing the importance of finding the root cause is essential to avoid selecting the wrong solution. I explore various potential solutions to address the root issue, and these solutions should be able to resolve other related problems in a holistic manner. The objective is to identify areas of opportunity that can deliver the most user-centric value. I employ a persona and user behavior approach to achieve positive results. Additionally, I perform competitive analysis and benchmarking for comparisons with competitors.
Ideate
Brainstorm with the relevant team to understand what users do need. This arises from understanding their pain points and the root cause of their problems. Engaging in discussions with the development team, project managers, and stakeholders is essential to determine the best solution for the users. The type of solution required can be likened to whether it's a "vitamin" or a "medicine."
Users need a solution that addresses the root problem and has the potential to resolve related issues in a holistic manner. We identify areas of opportunity that can deliver the most user-centric value.
Validate the solutions through usability tests or A/B tests, aiming to determine whether the design is discoverable, findable, understandable, and usable.
Data Migration Workflow
Outcome
Rapid Prototyping
Creating mockups involves considering component selection, determining interactions and experiences, taking into account UX principles, mental models, user behavior, usability, and other UI/UX principles within the mockup and prototype. Frequent iterations should be conducted with all relevant teams or divisions.
Mockup dibuat di Figma
UX Metrics
Testing
UX team conducts testing together with the project manager (PM) and developers, testing all possible use cases and performing UI tests and stress tests.
Documentation
Documentation is carried out in parallel with the product development process. Design documentation is written within the UX domain, taking into account factors such as why a decision was made, the decision-making process, UI components, standards, user experience, and user journey.
Go to Market
Publication Kit
Create a checklist to inform the product launch to the customer. It can be done through publication across various channels, such as WhatsApp, LinkedIn, email, etc.
Contoh publikasi untuk dikirim lewat chatting platform
Tracking with analytics
After the feature was launched in production, the UX team, in collaboration with the Product Manager, utilized Google Analytics to track the use of this feature.
Retrospective
Discuss what went well, what didn't go well, lessons learned, team feedback, and what can be improved next time.
