The Challenge
An online stockbroker wanted to launch its first mobile app, enabling customers to buy and sell shares, invest in funds and manage their accounts from a mobile device. The challenge was to translate complex financial processes and regulatory requirements into an intuitive mobile customer experience.
My Role
As the Business Analyst, I worked across business, design and technical teams to define the product requirements and shape the end-to-end user experience.
Project Context
I joined the project after the initial concepts had been produced by an external design agency. My role was to refine the user journeys, validate the requirements, identify gaps, and extend the designs to support additional functionality and edge cases.
Discovery and Requirements
Working closely with stakeholders from Dealing, Customer Experience, Compliance, Project Management and IT, I gathered and documented the functional requirements for the app. This included mapping business processes, defining user journeys and ensuring regulatory and operational requirements were reflected throughout the customer experience.
UX Design
A key part of my role was translating complex financial workflows into clear, intuitive interactions. I created wireframes and an interactive Axure prototype covering the core customer journeys, including buying and selling shares, investing in funds and paying money into an account. I also collaborated with the Customer Experience Manager to ensure the journeys aligned with the organisation’s brand and usability principles.
Technical Collaboration
Working closely with the Technical Architect, I reviewed API specifications to ensure the proposed integrations supported the user journeys and delivered the information required on each screen. This close collaboration helped ensure the experience was both technically achievable and user-centred.
Outcome
This project strengthened my ability to bridge business analysis, UX design and technical delivery, transforming complex financial requirements into intuitive mobile experiences while balancing customer needs, business objectives and technical constraints.