Mastercard Case Study #2

Validating design hypotheses to improve and scale the existing design for the Network of the Future (NoF).

 Project name: Customer Parameter Management (CPM)

 

 

Context

Digitize the Automate Parameter Worksheet (APW) used by Implementation Managers.

“What if the customer could self-serve and automate parameter configuration tasks during the implementation  journey?”

Mastercard wants to leverage CPM development to refine and scale the design direction for the Network of the Future* (also known as SCMCS). 

Research Inquiry

Business Problems

    • Culprit for delayed implementations – parameter configuration tasks can delay product launches by 4-6+ months.
    • Inadequate workflow – Implementation Managers facilitate parameter configuration tasks manually with the use of a worksheet (spreadsheet). 
    • Customers rely heavily on Implementation Managers’ handholding throughout the parameter configuration journey.
    • The initial attempt to digitize the worksheet resulted in severe usability issues.

Research Request:

    • Incorporate discovery research from SCMS* to drive development and design efforts for  Network of the Future (NoF).
    • Validate updated design hypotheses from the initial development effort of CPM.
    • Collaborate with technology, design, and product teams to scale design iteration.

 

My Role & Contrubition

Business Leader, UX Research, led the design, data collection, and analysis of two rounds of concept testing studies to validate the design hypotheses and inform requirements for SCMS.

Business Impact

Digitizing Automated Parameter Worksheet (APW) to Scale for NoF

Additional Value Add

    • One Stop Shop – Centralized experience for parameter collection 
    • Organizational performance – Improved change mgt.
    • Validation and accuracy in Product Requirement Document (PRD)
    • Competitive advantage in the market.
    • Happy customers.

 

Scaling CPM Design to Support SCMS

Implementing research insight in the design approach to SCMS

Before – For CPM

After – For SCMS (network of the future)

Parameter Configuration Step

Improving the Implementation Journey

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