Moody’s KMV is the world’s leading provider of quantitative credit analysis tools to lenders, investors, and corporations.
For one of their flagship product called CreditEdge (a hosted application that delivers credit measures and financial analysis data to support trading and investment decisions), sponsors of the project wanted to redesign the product to make it easier for their customers to understand and interact with complex credit performance data.
As the user experience lead for the project, my responsibilities included: interaction design and user research.
From the start of the project, I worked with the product managers and inhouse credit experts to understand the business goals, competitors, and general sense of the user’s needs. I also met with the engineering managers to understand the technology constraints for the project.
Next step was to perform rapid user research since I only had few weeks before the coding started. I worked with my team to review competitor’s products, perform heuristic evaluation of the current features of the product, and analyze logs to see where users were having the most trouble. In addition, I conducted interviews and usability tests with new internal employees (who fit the customer profiles) and local customers.
Based on information from the user research , I worked with my team to create the personas (target user profiles) and use cases to design the interactive prototypes that was used by product managers and engineers to build the final product. Based on the feedbacks from the users and competitive analysis, I was able provide following improvements to the product:
Easier ways to drill down the charts, ways to customize data settings, simpler way to add and remove charts, more intuitive navigation, and overall features that was easy enough for novice users to start using without sacrificing user experience for more advanced users.
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Since the new design, there were significant decrease in customer support calls, very positive feedbacks from both inhouse credit experts and customers, and sales team started using the new redesign features as one of the key selling points for the product.