Led a global product design team of 7 to redesign a SaaS survey & analytics platform for PWC’s employees and clients.
Project Summary
PwC Listen is a survey and analytics SaaS application created by the professional services firm Price Waterhouse Cooper (PwC) that focuses on improving diversity, equity, and inclusion (DEI) within the company and the broader business community.
It was a 10 yr old application that need to
be redesigned to be competitive with platforms like Qualtrics and Medallia.
Project Details
Role :
Product Design Lead
User Researcher
Product Designer
Duration :
14 weeks
Tools :
Miro, Figma
Deliverable :
Challenges
Competition
User Experience
PWC Listen was an older SaaS Survey and Analytics tool used by both PWC consultants as well as paying clients.
The application had gone through multiple product owners throughout the last few years, and the user experience has been complicated and sluggish, compared to competitors like Qualtrics and Medallia.
Results
55% increase in CSAT
47% increase in key tasks success
38% increase in brand perception
Process
The framework we used to redesign PWC Listen was a pretty standard design thinking process. We had a pretty condescend empathize phase, with limited research time. We made up for that during the testing phase, with a lot of user validation with employees and clients.
EMPATHIZE
DEFINE
IDEATE
PROTOTYPE
PROTOTYPE
TEST
Key
Team Members
Product
Design Lead
(me)
User
Researcher
(me)
Product
Designer
(me)
Product Manager
Research
Based on the information available, the key personas that PwC LISTEN aims to impact and support through its diversity, equity, and inclusion (DEI) initiatives include:
PwC Employees:
Current PwC employees across all levels, from entry-level to senior leadership
PwC Executives, including the global chairman and country/territory leaders.
PwC Clients that PwC aims to influence and inspire to improve their own DEI practices
Design
Here are some examples of the design work I did:
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