UI/UX Design, User Research
Sketch, Overflow, Google analytics, FullStory
Service blueprint, user interviews, How Might We's,
Introduce design thinking and user research best practices to help improve Mojo's current product
'Design Ops' processes to facilitate the growth of design within Mojo.
Run discovery and mapping workshops to shape the product roadmap, making sure we're always working
'right' thing at the right time. My job was to be the voice of the user and custodian of Mojo's
Ask ten people what on-boarding means and you'll get ten different answers. At Mojo, we defined it
as beginning when
the user lands on the homepage, to booking an appointment with one of our advisors. To improve our
on-boarding experience we began
with a 2 day service mapping session. I ran these sessions along with another designer, in them we
invited collegues from different areas of the business (ops, dev, product, cx), walked them through
the journey we mapped out, asked them if they agreed with how we had mapped it and if they had any
We then asked them to pinpoint any pain-points. By asking a good cross-section of experts, we made
sure we had a variety of view-points.
Next we reframed these paint points into general, high-level 'How Might We's. From there each HMW
becomes a kick-off for a separate white-board session with 2 or 3 product team collegues. Within
these sessions we'll agree on a loose idea, discuss contraints and timings.
Typically this sort of exercise would be combined with field research, speaking to real users,
collecting weeks/months of quantative research to help back up any assumptions we may have made
during the mapping workshops.
Improving the on-boarding experience
Many of the pain points that came out of our initial mapping sessions were related to the amount of
questions we ask a user up-front, and how little context we provide for asking them. From key
stakeholder interviews, we identified that users were frequently entering the wrong information,
skipping sections or dropping out of the journey altogether. This combined with a
user feedback via Intercom, Cx enquires and from watching usability videos on
FullStory - it was easy to start to identify key pain points.
As a result of our mapping and HMW exercises, we would provide more context via inline tooltips and
perfrom a question protocol to eliminate unneccessary questions. Tooltips should always be displayed
inline, if the information is important to the user it should never be hidden. I created rules and
patterns for 4 different types of tooltips.
Rules & patterns
1. The user needs to know the FORMAT of information they need to enter to answer the question
2. The user needs to know WHAT restrictions apply to their answer.
3. The user needs to know WHY we're asking a question.
4. The user needs to know HOW this information will affect their quote or overall experience.
Keeping customers up to date
A key fixture on the Mojo roadmap for a long time was the ability create an 'application home'. We
called it myMojo
and it's a crucial part of the product being able to provide more context to a customer.
In myMojo a customer can;
1. View their current application details.
2. Edit their intial information such as loan amount, deposit, etc.
3. Get real-time updates on their application direct from a Mojo advisor. Within each update if
there is an action to complete this will be easily accessible.