Brett Scillitoe
Deloitte
Deloitte
Recruited by my former boss from Capita to work on the Deloitte portfolio of products and to bring some cohesion to them.
The main client at the time, a large retailer, was the main research base. There were some basic research findings from the Deloitte consultants. The task was to find the unbiased, independent voice of the user. What became to be known as Baselining the product at that point in time.
Both Qualitative and Quantitative. The engagement went will and the there were lots of insights found not only about the product, but also the IT systems being used. However, the surprising factor was that the 'product' system was very complex and did the job asked of it. There was a trust issue with seeing the workings and trusting the figures. The figures we correct, however the users didn't trust the figures as they could see how they were arrived at. They wanted more transparency. That was why they were exporting the figures into Excel and making their calculations in that programme and then re-importing them back into the main programme.
The improvements were put rapidly into production and there was a noticeable reduction in the number of times files were exported to Excel.
During the above engagement, the beginning of what was to become the Deloitte Product Design Language was made. This involved:-
- Researching as many Deloitte products as time and resources would allow. The Baselining of the products involved the following methods were used
- Contextual interviews of both Deloitte and Client users (Qualitative research)
- Persona creation of the above users
- Empathy and experience mapping
- User surveys to establish the quantitative baseline
- Workshops to establish improvements
- Playing back the finding the Senior Directors and Partners
- Establishing role types and their associated needs
- Creating screens and wireframes that were then user tested and improvements made.
- Working closely with Central Brand on the Look and Feel.
Once a base design language was established, it was then 'Pressure Tested' across as many Deloitte products as possible. After further refinement, it was ready to be rolled out across the company. This involved to being 'Sold' the the rest of the Business through:-
- One to one sessions with Senior Partners and Directors
- Workshops within Awaydays with different service lines
- Forging alliances with Deloitte Product Design Language advocates within those service lines.
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