Worked with stakeholders to define the problem space and decide what aspects of the overall experience is in an out of scope for this research. Established clear timelines based on the project team's needs and the scope of this research. 

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Problem Statement:

• The current technology used by bankers to have customers electronically sign 'deposit account', loan, and 'account maintenance' documents is going to be phased out. Understand the how bankers use and feel about the current system so the design team can create a user interface for the new system that is intuitive and efficient to use.

Define project background, business objectives, research objectives, timeline, and specific questions to ask participants during the study. Work with design, product, and development stakeholders to validate the information in the test plan and ensure the stakeholder's key questions are addressed.

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Research objectives:

• Understand how often bankers will use the UI

• Understand the current process bankers go through when obtaining signatures from clients

• Understand the challenges bankers have when working through the process of obtaining signatures from multiple clients on a single account

• Discover what causes bankers use ink signatures instead of eSignatures

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Study type:

• 1:1 user interviews conducted remotely through video chat

Recruited 8 participants through established processes.

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Participant demographics: 

• Mix of rural and urban areas

• Mix of new vs tenured

• Mix of banker types

Met with participants to learn about their experience obtaining signatures for documents from clients. Focused on mapping the process of how they currently get signatures. Additionally focused on, understand the challenges when there are multiple singers involved and they cannot all come to the same appointment.  

Used online white boarding tool (Mural) to consolidate and organize information learned during the discovery interviews. 

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Organized findings by 

• Strengths of the current process

• Weaknesses of the current process

• When ink sign method is used

• Frequency of use of eSign system

Created slide deck and Confluence page to convey key learnings from the research to the stakeholders and decision makers. 

Presented findings to stakeholders while allowing room for discussion of each key finding. Utilizing this method enables stakeholders to build a shared understanding of the finding and if it is an issue commit to a specific owner and timeframe to address the issue. 

Met with design team to carry findings forward when design decisions were made by acting as the voice of the user in design meetings.

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Track progress towards rectifying issues by following up with the owner to check in about the status.