Chambers and Partners
Research and design
I was leading the end to end design process and shaping the digital experience of the Client and Market Intelligence reports (CMI) with customers and stakeholders at Chambers and Partners through 2022.
I carried out the research, designed the main customer journeys and looked at the internal workflows and processes of the production cycle to improve capacity.
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Design activities:
Research with customers
Service design
Workshops with customers and stakeholders
Technical and user requirements
Information architecture and visual design
Made in 🖌️ Figma, FigJam, Dovetail and Notion
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Main challenges:
Wide range of reports from 20 pages to 500
Production process is slow and mainly manual
Complex architecture, text and data heavy content
Research and discovery
To understand how customers use the reports and how we can improve their experience, I did multiple rounds of research including recruitment, in-depth interviews and full analysis of findings.
The findings helped us understand the current top tasks and what users do with the reports, what they think about the content and design, what are the main pain points and what opportunities we can seize for future improvements.
I also held co-designing sessions with customers during the interviews to gather new ideas.
Service design to achieve capacity savings
Beside working on turning the current pdf reports into a digital experience, our other mission was to find ways to reduce the production time of the reports.
We mapped out the full production cycle, held workshops with internal stakeholders and did shadowing sessions with writers and editors. Then we ideated and experimented with different ideas to see where we can improve workflows and processes.
One my ideas where I created a new mapping to automate some data feeding processes helped us to achieve about 15% time saving on the content writing and editing process which was a big success.
Designing the new digital experience
By gaining a thorough understanding of how customers use the insight reports I designed the digital experience around their core needs and user journeys to make the transition to digital as seamless as possible.
One of the biggest challenge was turning the existing pdf structure into a user friendly information architecture and navigation. The taxonomy of the practice areas was complex and immense and the combination varied from report to report.
The content was also very text heavy with lots of data and Chambers was going through a brand identity change at the time, so I had to come up with new components and layouts that was aligned with the new branding, fit to our purpose, but later could be used in the new design system.
