After almost 15 years of use the decision was made to overhaul tmgroup’s flagship product. Having grown organically over almost 15 years, tmgroup’s tmconvey had an established and dedicated user base that were used to doing things one way and had established their own work-arounds for areas of the system which weren’t intuitive.
Where the system was built on a varied technology base it was becoming difficult to extend and maintain.
This was an extremely ambitious project involving extremely tight project deadlines, multiple stakeholders, several external integrations and a still-live legacy system that was being quickly being phased out.
In addition to acting as UX lead on the project, I worked to manage expectation and share a singular vision for what the platform could and should be – creating a solid foundation for the future. The project ran so that new prototypes and features would be released on a rolling 2 week basis (working alongside an agile development team). This meant we could quickly validate the team’s direction.
My approach started with user interviews. From these interviews we identified key pain points in the process and moved to address these with wireframes which were then tested with the same users, then with a wider base to ensure they addressed the issues.
Once the concepts were proven with the users, we stepped up to prototype stage. As this we such a wide-reaching project, these prototypes took many forms from clickable Adobe XD mockups, HTML/JS or more extensive angular/.net microsites created alongside development resource.
Following launch, with opt-in functionality we saw a 90% adoption of the new interface and workflow within the first working week.Statistics following launch
An easily managed case load
From the interviews I aimed to understand how the users worked, regardless of the system employed. One of the early findings was the often users are working on a group of cases, much of their work is reactive based on information received – this became an early target of the team’s efforts.
We prototyped a switch from a traditional ‘list’ of cases to a paradigm more in keeping with established email clients, allowing the users to quickly click (or navigate using the keyboard) down a list of their cases, seeing a summary of new activity and general progress at a glance.
We like the tmconvey platform and find it very easy to use. It is colourful and easy to find your way around.Victoria Follows, Partner, Property Department, Hand Morgan & Owen Solicitors
Simple printed summaries
Convey's users often have to get signed approval before incurring charges on client cases, previously this required them to print out a lengthy and complicated document, that only showed costs before presenting it to the client for approval.
I redesigned this to include all the case information, along with the associated costs in a simple, familiar format that clients could easily interpret and approve, saving valuable time for the users.
Form pre-populating and validation
Where information is already captured on a case we pre-populate it in any forms or submissions else where in the system. Not only does this save huge amounts of time for users, it also eliminates human error due to re-keying - something especially important due to the important legal nature of these submissions.