Enabling vulnerable users to disclose support needs in app

I began by engaging with Operations team subject matter experts to understand their current tools and processes for capturing customer needs. This crucial review clarified the types of vulnerabilities disclosed and helped build empathy within the team. 

This foundational insight was vital in shaping user stories that reflected both critical customer needs and core business objectives.

I began by leading an Empathy Mapping workshop to deeply understand our vulnerable customer personas. This helped us recognise how their life circumstances could impact our solution. 

Following this, I partnered with Product to facilitate a collaborative user Journey Mapping session. By including engineers from the start, we were able to outline key activities and assess the technical feasibility of our designs in a single, efficient process.

I translated our user journey into low-fidelity wireframes, which I refined into a high-fidelity prototype. To maintain an agile workflow, I partnered with Engineers to define the essential features, allowing them to begin development concurrently with our testing. 

I then led moderated usability tests to validate our design direction with real users, gathering valuable feedback that directly informed the final refinements before handing off the ready designs.