Automation of a Process for Royalty Collection: UX Design Phase
20%-puljen is one way in which artists can collect royalties for tracks they have collaborated in. The Claims Department (from here on, Claims) has handled this manually and wished to have a website to automate this process. Artists would receive the link, choose the tracks, upload their supporting documentation and send the list to Claims for further processing and payment.
My Role
In this project I undertook the UX Designer and the Programmer roles, applying the tools and methods as explained in each phase.
Timeline
Tools and Methods
- Design methodology: Design Thinking
- User research via contextual interview and customer logs
- Co-creation session
- User journey mapping
- Identification of pain points
- Definition of requirements
- Low-fidelity wireframes
The Process
To understand the task at hand, I held a contextual interview with Claims, where I learned what the whole process was about. We went through feedback received from the artists about their experience. Then, by means of a workshop we mapped out the user journey, both from the artists’ and from Claims’ perspective.
The user journey was a way to make sense of the information, to identify and place pain points through the journey, with the intention to create empathy with the persons involved in this service.
Going through the customer logs, we found useful feedback that shed light on how the artists felt about the process. To this I added feedback from Claims, which was obtained during the contextual interview.
From these pain points an initial list of requirements for the website was derived.
Once I had the requirements, then I produced low fidelity wireframes for each of the pages that would form the website.
End Result
This phase provides a clear direction and an initial list of requirements that were programmed on a website that facilitates the process of sending requests for the artists, and makes it efficient for Claims to handle incoming requests, thus expediting the processing of payments.
The UX Phase was particularly useful for Claims, because it gave them awareness of how the artists experienced the manual process. They were happy with the documentation made for them, which makes them understand how the website works easily, and empower them to provide basic support to the artists.
Read about the programming part of this project.
Read about the programming part of this project.
