S&P Global Ratings
Persona + Journey Map Development
Personas provide a "face" to the user story, creating empathy. Helping technology teams understand the real users of our products.
Persona and Framework Requirement
We have over 100 applications, which help in different aspects of our Analyst’s (the User) ability to do their job.
How do these applications work together?
How can the data sync better between them?
How can they be better integrated so it feels more holistic to our Analyst?
My Role
Facilitated a 2 month intensive collaboration between the UX Team and our internal user groups (4 separate user groups from different practices) to examine and evaluate a complex series of steps they need to follow across our Product suites, to complete their tasks and get a Rating out the door.
Coordinated with 2 UX Designers on the overall design of the Personas and curated the results of user surveys, setup and facilitated user interviews with 10 users from each of the three groups, then facilitated 3 intensive half-day workshops to finalize and ensure the validity of our results.
Persona Development Goals
- Utilize Personas to give stakeholders an opportunity to discuss the critical features of the Product(s) as well as make informed Roadmap decisions.
- Help scrum team members share a consistent understanding of the user group and gain a better understanding of how the specific functionality they build fits into the larger eco-system.
- Personas provide a "face" to the user story, creating more empathy and understanding about the person using our product.
- Users wish to set goals for subject/topic preparation.
The first example - Charlie (Corporate Analyst)
- Charlie, seen below was created via Corporate Analyst User Survey, as well as 1-1 interviews with 5 different Corporate Analysts.
Charlie’s age was determined by the ballpark average age of Corporate Analysts, keeping top of mind that the 25% new Corporate analytical staff this past year (2021-2022) were majority in their early to mid-twenties. Charlie is based in the NY headquarters of S&P, which is where the majority of Corporate analysts are based, most of whom are male. - Through interviews, a pattern emerged where Corporate analysts go by shortened, familiar versions of their formal names. Due to this, we targeted the top 30 baby boy names from 29 years ago. Of those, it was prudent to use alliteration for “C” so that viewers would easily remember the link to the “Corporate”. Charles made the list and comes with an easy nickname of “Charlie.” As such, Charlie the Corporate Analyst was born.
User Journey Map
User journey for an admin application managing the events and tracking attendance involves breaking down the user’s interactions into specific actions, along with associated goals, thoughts, pain points, emotions, touchpoint, and opportunities
The Second example - Penny (US Public Finance Analyst)
- Penny was created via USPF Analyst User Survey, as well as 1-1 interviews with USPF Analysts.
Penny’s age was determined by the ballpark average age of USPF Analysts. Penny is based in the Chicago office of S&P, which is one of the evenly divided offices where USPF Analysts are based in the United States. - It was prudent to use alliteration for “P” so that viewers would easily remember the link to the “Public Finance”. Penny F. helps make that mental model easy to remember. As such, Penny F. the US Public Finance Analyst was born.
- Although typical to use alliteration for the first letter “U” … there are no American girls names that fit her well, so we chose to go with “P” and the middle initial “F” for Public Finance.
User Journey Map
User journey for an admin application managing the events and tracking attendance involves breaking down the user’s interactions into specific actions, along with associated goals, thoughts, pain points, emotions, touchpoint, and opportunities
Thank you
I appreciate you taking the time to look at my work. If you’re interested in taking part
or to learn more, please get in touch for further details.
mahender.uxdesigner@gmail.com
+1 (309) 242-0396