UNDERSTANDING CUSTOMER PAIN WITH EMPATHY
From a UX process point of view we tended to validate assumptions and hypotheses through a combination of internal stakeholders and the recruitment of customer participants who expressed an interest in better tools and useability.
Many of our customers fit into the SME category and needed support managing purchasing and payments. Not providing this led to stresses applied to internal customer service teams and the accounts receivable team.
A curious mind that embraces technology, yet humanizes digital platforms ensuring processes are intuitive and easy, leading to the user experience customers expect.
Our design process began with quick whiteboard sketches and working prototypes flushing out initial hypothesis, ideation and validation with stakeholders in house. Even prior to this, interviews were setup for all departments ensuring requirements were established and documented.