Project Overview
Product Description: Issuer Axis is a portal that allows companies to monitor shareholder records, submit requests, status tracking, and access other Computershare websites through Single Sign-On integration.
Challenge: Design a unified, user-centered portal for Relationship Managers and Company Representatives to manage records, submit requests, and access key tools in one place. The platform needed to reinforce Computershare’s reputation as a trusted partner while aligning with the company’s goal of modernization and meeting evolving client expectations.
Tools: Figma, Miro, PowerBi, & Azure
Team Structure: Product Owner, 3 Development Teams, 4 Designers, and 2 Business Analysts
I. Research
Journey Mapping
Objective:
Identify the expectations and daily workflows of Relationship Managers and Company Representatives to inform future enhancements to Issuer Axis. The goal was to align the platform with stakeholder needs, business objectives, and modern usability standards.
Approach:
Mapped out key user journeys based on insights gathered from internal teams and stakeholders, focusing on tasks like monitoring shareholder records, submitting service requests, and accessing other tools through a unified portal. The journey maps highlighted areas of friction and opportunities to streamline the experience.
Relationship Manager Survey
Objective:
To gather insights from Relationship Managers about their daily workflows, platform pain points, and expectations for future improvements to Issuer Axis.
Approach:
Distributed a structured survey to Relationship Managers to capture both quantitative and qualitative feedback. The survey focused on identifying common tasks, areas of friction, and suggestions for streamlining their experience with the portal.
Key Takeaways:
Identified the types of work requests Relationship Managers (RMs) commonly handle, along with daily challenges faced by both RMs and their clients.
Strong demand for quicker access to essential tools, especially for reporting and shareholder search.
Inconsistent navigation and task flows highlighted the need for a more intuitive and reliable platform.
Users prioritized a high-level dashboard, a self-serve workspace, and robust file management for Day 0.
II. Design
Dashboard
File Manager
Workspaces
III. Test
Usability Testing
Objective:
To evaluate the prototype with Relationship Managers and clients to assess usability, identify pain points, and ensure the platform met their daily workflow needs and expectations for future improvements.
Approach:
Conducted usability testing with Relationship Managers and clients on the developed prototype. The testing involved a series of structured tasks and open-ended questions to gather both qualitative and quantitative feedback. The focus was on understanding how users interacted with the new design, identifying friction points, and evaluating whether the prototype aligned with user needs and business goals.
Outcome
Based on the usability testing feedback, several key adjustments were made to the prototype, including streamlining navigation, enhancing the dashboard for better access to key tools, and refining the file management system for smoother user interactions. The final design iteration better aligned with Relationship Managers' and clients' needs, resulting in a more intuitive, efficient, and reliable platform that met both user expectations and business objectives. The successful incorporation of these insights paved the way for the platform’s ongoing development and future releases.