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Internal feedback from our customer-facing teams (e.g., Sales, CSM, and Valuation Services) revealed key inefficiencies, leaving financial professionals frustrated with irrelevant suggestions and the time-consuming task of manually searching for relevant peers with a growing distrust in the platform’s reliability."}],["$","$L5",null,{"className":"mt-8","width":1018,"height":599,"alt":"Peers Selection Screenshot","src":"/images/project/screenshot-peers-selection-1.png"}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Solution"}],["$","p",null,{"className":" mt-4","children":"The original peer selection flow dropped users into a pre-filled table of suggestions — many of which were irrelevant. This led to frustration and unnecessary cleanup, as users had to delete poor matches before they could begin."}],["$","p",null,{"className":" mt-4","children":"We flipped that experience. Now, users land on a clean, blank workspace that puts them in control from the start. Below this, they see a dynamic panel of smart suggestions, which they can pull from based on:"}],["$","ul",null,{"className":"list-disc list-outside pl-5 mt-4","children":[["$","li",null,{"children":"Keyword matches from company and industry data"}],["$","li",null,{"children":"Similar peers to those already selected"}],["$","li",null,{"children":"Early-stage algorithmic recommendations"}]]}],["$","p",null,{"className":" mt-4","children":"This reimagined layout simplifies the flow, reduces cognitive load, and makes the peer selection process feel more intuitive and user-driven. With a single click, users can add relevant peers and build a tailored list that fits their needs — no cleanup required."}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Deliverables"}],["$","ul",null,{"className":"list-disc list-outside pl-5 mt-4","children":[["$","li",null,{"children":"A redesigned peer selection screen, combining search, suggestions, and list-building in a single, user-friendly interface"}],["$","li",null,{"children":"Improved UI for clearer hierarchy and more intuitive interactions"}],["$","li",null,{"children":"Peer suggestion logic integrated with visual affordances for fast decision-making"}]]}],["$","div",null,{"id":"metricCards","className":"grid grid-cols-2 md:grid-cols-3 gap-6 mt-8","children":[["$","div",null,{"className":"text-left bg-[var(--light-beige)] px-6 py-4 rounded-lg","children":[["$","p",null,{"className":"text-[var(--rose-gold-bg-mid)] text-4xl font-semibold","children":"-30"}],["$","p",null,{"className":"mt-2 font-semibold","children":"Reduced from hours to mins"}]]}],["$","div",null,{"className":"text-left bg-[var(--light-beige)] px-6 py-4 rounded-lg","children":[["$","p",null,{"className":"text-[var(--rose-gold-bg-mid)] text-4xl font-semibold","children":"60%"}],["$","p",null,{"className":"mt-2 font-semibold","children":"Increased Trust"}]]}],["$","div",null,{"className":"text-left bg-[var(--light-beige)] px-6 py-5 rounded-lg","children":[["$","p",null,{"className":"text-[var(--rose-gold-bg-mid)] text-4xl font-semibold","children":"+8"}],["$","p",null,{"className":"mt-2 font-semibold","children":"Increased User Happiness "}]]}]]}],["$","$L5",null,{"className":"mt-8","width":1018,"height":599,"alt":"Peers Selection Screenshot","src":"/images/project/screenshot-peers-selection-2.png"}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Research & Challenges Identified"}],["$","p",null,{"className":" mt-4","children":"Since our core ICP (financial professionals) have limited availability for direct feedback, we leveraged insights and internally."}],["$","ul",null,{"className":"list-disc list-outside pl-5 mt-4","children":[["$","li",null,{"children":"Feedback from our Customer Success and Valuation Services teams, who work directly with users"}],["$","li",null,{"children":"Product analytics, highlighting drop-off points and time spent in the flow"}],["$","li",null,{"children":"Direct user feedback and feature requests, collected through support tickets and our in-app feedback tool"}]]}],["$","p",null,{"className":" mt-4","children":"These inputs pointed to three major challenges:"}],["$","div",null,{"className":"mx-8","children":[["$","div",null,{"className":"mt-6","children":[["$","strong",null,{"children":"Irrelevant Peer Suggestions"}],["$","br",null,{}],["$","strong",null,{"children":"60%"}]," of suggestions were commonly flagged as irrelevant by internal experts based on user sentiment and support queries.",["$","br",null,{}],["$","i",null,{"className":"font-medium text-mid","children":"“Users frequently delete the entire suggested list and start over” — CSM Team Lead"}]]}],["$","div",null,{"className":"mt-6","children":[["$","strong",null,{"children":"Time-Consuming Workflow"}],["$","br",null,{}],"Average time to complete peer selection: ",["$","strong",null,{"children":"3+ hours"}],", with most of it spent deleting irrelevant suggestions.",["$","br",null,{}],["$","i",null,{"className":"font-medium text-mid","children":"“It’s faster to do it myself than fix what’s already there.” — Feedback via Support Ticket"}]]}],["$","div",null,{"className":"mt-6","children":[["$","strong",null,{"children":"Trust & Frustration"}],["$","br",null,{}],"Only 1 in 4 users interacted with more than 2 suggested peers, suggesting low confidence",["$","br",null,{}],["$","i",null,{"className":"font-medium text-mid","children":"“They don’t understand why a peer is shown and don’t feel confident in the logic.” — CSM feedback summary"}]]}]]}],["$","div",null,{"className":"mt-8 flex flex-col gap-4 md:flex-row","children":[["$","$L5",null,{"id":"metrics1","className":"w-full md:w-1/2","width":1018,"height":599,"alt":"Peers Selection Screenshot","src":"/images/project/screenshot-peers-selection-3.1.png"}],["$","$L5",null,{"id":"metrics2","className":"w-full md:w-1/2","width":1018,"height":599,"alt":"Peers Selection Screenshot","src":"/images/project/screenshot-peers-selection-3.png"}]]}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Ideation"}],["$","p",null,{"className":" mt-4","children":"Since we already had a foundational understanding of the features we wanted to include on this screen, our ideation phase focused on validating and shaping those ideas. We held two cross-functional workshops involving Sales, Customer Success, and Product. During these sessions, team members contributed wireframes and sketches, and we collaboratively discussed the best path forward based on our shared knowledge of user needs and technical capabilities."}],["$","$L7",null,{"imageWidths":441,"images":["/images/project/carousel-ideation-1.png","/images/project/carousel-ideation-2.png","/images/project/carousel-ideation-3.png","/images/project/carousel-ideation-4.png","/images/project/carousel-ideation-5.png"],"duration":35,"className":"mt-14 h-[250px] w-[120%] left-[-10%]"}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Design"}],["$","p",null,{"className":" mt-4","children":"Given that our target audience consists of older-generation financial professionals, we focused on simplicity and familiar patterns. Our goal was to streamline the process, ensuring the system does the heavy lifting by delivering accurate peer suggestions with minimal user effort."}],["$","p",null,{"className":" mt-4","children":"Key Principles:"}],["$","ul",null,{"className":"list-disc list-outside pl-5","children":[["$","li",null,{"children":"Simplicity – Reducing cognitive load with an intuitive interface."}],["$","li",null,{"children":"Familiar Patterns – Aligning with existing workflows and industry expectations."}],["$","li",null,{"children":"Leveraging Existing Data – Using known company information to refine suggestions."}],["$","li",null,{"children":"Efficiency-First Interactions – Minimizing manual input to save time."}],["$","li",null,{"children":"Automation-Driven Assistance – Generating relevant results instantly to ease decision-making."}]]}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Design Approach:"}],["$","p",null,{"className":" mt-4","children":"To make peer selection as effortless as possible, we designed an interface where users start with a clean, curated list rather than an overwhelming dataset. Below a streamlined table, AI-generated peer suggestions are presented in a structured format, allowing users to browse, assess, and add selections with a single click. This reduces time-consuming manual filtering while maintaining full control over the final selection."}],["$","$L5",null,{"className":"mt-8","width":1018,"height":599,"alt":"Peers Selection Screenshot","src":"/images/project/screenshot-peers-selection-5.png"}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Iteration"}],["$","p",null,{"className":" mt-4","children":"As a result of testing, we refined the layout to make the peer selection process faster and more intuitive by surfacing the most relevant and frequently used peer groups more prominently. A key challenge was balancing visibility and simplicity—ensuring important options were easy to find without overwhelming users. We also had to carefully manage the trade-off between automation and user control, making sure AI-generated suggestions felt helpful rather than intrusive."}],["$","$L5",null,{"width":1018,"height":599,"className":"mt-8","alt":"Peers Selection Screenshot","src":"/images/project/screenshot-peers-selection-6.png"}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Final Design"}],["$","p",null,{"className":" mt-4","children":"In the final design, we prioritised peer groups based on insights from A/B and C testing, placing the most relevant options front and center for quick access. To streamline the experience, we enabled users to easily browse and add peers with minimal friction, supported by AI-powered suggestions tailored to their valuation data and past behavior."}],["$","$L5",null,{"className":"mt-8","width":1018,"height":599,"alt":"Peers Selection Screenshot","src":"/images/project/screenshot-peers-selection-1.png"}],["$","h3",null,{"className":"text-mid text-2xl font-medium mt-14","children":"Next Steps"}],["$","p",null,{"className":" mt-4","children":"To ensure continued value and improvement of the peer selection feature, our next steps include:"}],["$","ul",null,{"className":"list-disc list-outside pl-5 mt-4","children":[["$","li",null,{"children":"Monitor usage: Track metrics such as engagement with suggested peers and time-to-selection to understand adoption and friction points."}],["$","li",null,{"children":"Evaluate suggestion quality: Measure how often AI-generated suggestions are accepted, edited, or ignored, and gather user feedback to assess perceived relevance."}],["$","li",null,{"children":"Track algorithm growth: Analyze how the algorithm evolves over time based on real user behavior, aiming to continuously improve the accuracy and contextual relevance of peer suggestions."}]]}]]}]]}],["$","footer",null,{"className":"row-start-3 flex gap-[24px] flex-wrap items-center justify-center py-4 mt-20 mb-30","children":["$","p",null,{"children":"2025 © Jo-Ann Bishop. 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