Double Diamond Process
The company grew from an engineering team of 3 to a current force of +50. This meant advocacy of a design thinking process had to be established and maintained. Workshops, agile methodology, show and tell, all contributed to a mature production team
User Interviews
Most interviews are done remotely and are of two types: directional and foundational. The first being more around specific pain points while foundational covers wider data relating back to the customer and journey map.
Personas
The constant flux of information over the years and expansion of the feature list meant that periodically we revise persona definition.
Research Repo
Scaling the team of UX designers and Project Managers meant that more feedback and knowledge was being captured in silo. The implementation of a research repository was essential, and an ongoing process of refinement. Scaling and deep drill of information are paramount.
