Duration | 3 Weeks Tools | Sketch, InVision
ConfiHealth Expert Hub creates a way for the fund's portfolio managers to discover and create teams of domain experts to support their diligence process. A marriage between a Fantasy Football Draft and LinkedIn, the Expert Hub makes expert-finding less manual and integrates the task into ConfiHealth's existing workflow.
Role | Client Manager, Research Lead, Concept Generation, Sketching, Prototyping + Testing
Design Process + Methods
Upon meeting with the client, he outlined the problem his firm was facing: the process for finding and securing domain expertise was manual and disconnected from their deal process. He wanted us to create a seamless way to build a team of domain experts to aid diligence. After conducting our research, that goal expanded to meet needs that emerged through our research.
To discover these needs, we conducted business and user research with five essential questions in mind:
- Where does securing domain expertise fit within the portfolio manager's work flow?
- What strategies or approaches does a portfolio manager use to find experts?
- What works and what's challenging about those approaches?
- What is their typical search behavior?
- What criteria do they use when selecting a domain expert to work with?
The synthesis from research filled in essential gaps related to:
User characteristics, goals, habits and pain points generally and specifically related to finding a domain expert
Context surrounding when, how and what criteria portfolio managers use when looking for domain experts
Design patterns that might work for ConfiHealth’s deal process workflow
We were able to translate findings into a set of personas with short- and long-term use goals in mind, insight statements, as well as a use case and scenario from which to design.
The insights we created during the Define phase turned into prompts for brainstorming and initial design. In addition to meeting user needs, our design decisions were driven by the comparison design patterns and heuristics like visibility of system status, minimalism, and user control.
Our client gave feedback on the initial design; we conducted A/B testing on core screens, and we did think aloud testing via paper prototype to assess our user flow. This testing all helped up prepare an MVP for more formal, task-based usability testing.
The key findings from this testing were:
The home screen should be deal-related. Our primary use case and first usability task centered on building a team for diligence. However, during usability, the home screen was a search box. This was confusing to users and required two clicks to get to a place where they could add a new deal for which to build the team.
Guided keywords are the preferred search method. While our client preferred keyword entry, all other users preferred options from which to select.
Expert search and deal information are now connected, but the application is too cumbersome. All users successfully completed the tasks, but we'd created something that merged deal management and expert search. A minimal amount of deal information was all that was required. We needed to simplify our application
We incorporated related changes into the iteration we handed off to our client. We also included recommendations for meeting user needs around expert use and validation. We did not include the solutions we'd developed in our MVP for testing because ConfiHealth can't implement them prior to securing additional data. We did, however, include ways to get the data and suggestions for additional testing in our recommendations.
In addition to these recommendations, research and usability reports, we shared our final user flow, design annotations and MVP clickable prototype. Select screens are below.