Falcon: User Study Advocating UX Processes
Falcon is a Fixed-Income, Currencies, and Commodities (FICC) management platform that empowers over 1,000 institutional quants and traders worldwide to query and analyse market data. Before the UX team joined, it had been purely engineer-driven for three years.
By consistently advocating for User-Centered Design (UCD) principles in collaborations, a product owner (PO) expressed interest in gathering user feedback on current features, giving me the chance to lead the first user research under the stream.
Company
HSBC
Year
2024
Duration
2 months
My Contribution
Stakeholder Advocacy
User Interview
Prototype
*For confidentiality purposes, names, data, and specific functionalities, have been modified or anonymised. The core process and outcomes remain accurate to reflect my contributions and learnings.
Facilitation
Plan for the First Study
To start, I drafted an initial research framework based on past experiences, then presented to BA/PO and refined based on their objectives and operational needs.
The Goal
After walkthrough the process and interview questions, we agreed to focus our initial study on users’ overall experience with the applications, platform, and IT support.
Facilitation
Plan for the First Study
To start, I drafted an initial research framework based on past experiences, then presented to BA/PO and refined based on their objectives and operational needs.
The Goal
After walkthrough the process and interview questions, we agreed to focus our initial study on users’ overall experience with the applications, platform, and IT support.
Facilitation
Plan for the First Study
To start, I drafted an initial research framework based on past experiences, then presented to BA/PO and refined based on their objectives and operational needs.
The Goal
After walkthrough the process and interview questions, we agreed to focus our initial study on users’ overall experience with the applications, platform, and IT support.
User Interview
Recruit Participants
To ensure a valid exploratory study with time constraints. I aimed to find 5-10 participants. To avoid bias, I recruited users:
From different regions (UK, UAE, France);
With varying Falcon experience (duration of use).
Recruitment involved posting invitations in user group chats and reaching out individually to targeted participants. Ultimately, I secured 7 users from the UK, UAE, and France with a variety of experience from 3 months to 5 years. Conducted 45-minute online interview sessions with each.
User Interview
Recruit Participants
To ensure a valid exploratory study with time constraints. I aimed to find 5-10 participants. To avoid bias, I recruited users:
From different regions (UK, UAE, France);
With varying Falcon experience (duration of use).
Recruitment involved posting invitations in user group chats and reaching out individually to targeted participants. Ultimately, I secured 7 users from the UK, UAE, and France with a variety of experience from 3 months to 5 years. Conducted 45-minute online interview sessions with each.
User Interview
Recruit Participants
To ensure a valid exploratory study with time constraints. I aimed to find 5-10 participants. To avoid bias, I recruited users:
From different regions (UK, UAE, France);
With varying Falcon experience (duration of use).
Recruitment involved posting invitations in user group chats and reaching out individually to targeted participants. Ultimately, I secured 7 users from the UK, UAE, and France with a variety of experience from 3 months to 5 years. Conducted 45-minute online interview sessions with each.
Analysis
From Data to Statement
After each interview sessions, I collected the data and conducted affinity mapping to translate the massive data to meaningful poins.
Analysis
From Data to Statement
After each interview sessions, I collected the data and conducted affinity mapping to translate the massive data to meaningful poins.
Analysis
From Data to Statement
After each interview sessions, I collected the data and conducted affinity mapping to translate the massive data to meaningful poins.
Prepare
STEP 1
Transcribed interviews and highlighted meaningful findings. E.g. the user's statement, interaction with Falcon and attitude.
Open Code
STEP 2
Code the findings with a short phrase, colour to indicate different individuals and border colour to indicate user's attitude.
Cluster
STEP 3
Group the codes in relation and name each group.
Insights
The Users
Based on the interview outcomes, I created personas reflecting the target users' responsibilities, daily collaborations, and workflows. Then I summarised their core expectations and pain points.
Insights
The Users
Based on the interview outcomes, I created personas reflecting the target users' responsibilities, daily collaborations, and workflows. Then I summarised their core expectations and pain points.
Insights
The Users
Based on the interview outcomes, I created user persona reflecting the target users' responsibilities, daily collaborations, and workflows. Then I summarised their core expectations and pain points.
Johnathan Moore
TRADER
"Great decisions need accurate data and smart analysis!"
Responsibility
Tasks
Risk monitoring
Make trade decisions
Revenue projection
Rate publishing
Associated Falcon Applications
Risk Report
Line Pricing
Bond Inventory
Rate Publishing
Collaboration Scenarios
With Other Traders
Share risk reports
Share Falcon workspace settings
With IT Team
Receive UI update information through Teams
Receive instructions/news through Teams/Email
Seek for IT support through Teams
User Experience Factors
Pain Points
Frustrations in customising the workspace layout
Difficulties in adjusting the data view
Challenges in accessing/learning some features
Expectations
More dimensions of the data insights
Be able to check the risk data evolution by charts
Login the platform in one click (e.g. SSO login)
The Product's Features
I created a feature heatmap that highlights appreciated functions, most requested additions, and frequent pain points. And used user quotes to make the outcome more convincing.
The Product's Features
I created a feature heatmap that highlights appreciated functions, most requested additions, and frequent pain points. And used user quotes to make the outcome more convincing.
The Product's Features
I created a feature heatmap that highlights appreciated functions, most requested additions, and frequent pain points. And used user quotes to make the outcome more convincing.
👍 RISK REPORT VIEW
7 OF 7 USERS LIKED
“If a new run becomes available, there will be a green star to show me the latest available ones. This is a great improvement because it’s much easier than going to the dropdown and manually select the latest.”
— Participant #1
😥 Get Hands On
3 OF 3 NOVICE USERS FRUSTRATED
“When I first log into Falcon, I would like to have a search button over here where I could write like ... But here, I first need to choose the layout. I need to name all of them... maybe I don't need to, I don't wanna name it.”
— Participant #5
😥 Exploring Functions
7 OF 7 USERS FRUSTRATED
“You know if I wanted to, I could just go and find those on my own right? [opened Add filter] So for example I can... just the the formula is a bit different, you know, this conditions, obviously… Interesting. I don't know how this work.”
— Participant #3
✨ Data Visualisation
5 OF 7 USERS WANTED
Visualise how data has evolved chronologically is considered as increase both efficiency and joy of use.
✨ More Data Dimensions
4 OF 7 USERS WANTED
Save manual adjustment, more granular breakdowns, tracing data change cross reports, horizontal data sorting, saving pivot view were mentioned.
Design Heuristics for a Better Falcon
For future development, I summarised 4 identified core design heuristics.
Design Heuristics for a Better Falcon
For future development, I summarised 4 identified core design heuristics.
Design Heuristics for a Better Falcon
For future development, I summarised 4 identified core design heuristics.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Business-Oriented Rather Than Product-Oriented
Design Heuristics
Currently, users must learn the system's rules and language to achieve their goals, leading to frustration and overlooked features. A business-oriented design, using familiar business terms, could help users quickly find desired functions and enjoy a gentler learning curve.
customise the data view
Design heuristics
Monitoring risk and making trade decisions were our users’ primary daily work, so a seamless experience in viewing and analysing risk data was crucial. We needed to understand how users prefer to manipulate data in order to deliver related features to maximise productivity.
Make the system Status Clear
Design Heuristics
Due to the absence of notifications when a function was unavailable, users had to guess—and their guesses could be wrong. Therefore, considering exceptional cases and designing corresponding solutions was always important.
The More Familiar, The Better
Design Heuristics
The design patterns that met users' mental model helped them learn our product faster.
Actions
Backlog The Opportunities
From the affinity map, we collected valuable feedback and summarised it into a backlog.
Affinity map
Affinity map
Backlog of Opportunities
Backlog of Opportunities
Make Changes Happen
By balancing urgency, technical feasibility, and business goals, we conducted an in-depth investigation into some issues and addressed them. As a result, my user research project began to take shape. Here is an example of an implemented design:
Make Changes Happen
By balancing urgency, technical feasibility, and business goals, we conducted an in-depth investigation into some issues and addressed them. As a result, my user research project began to take shape. Here is an example of an implemented design:
Make Changes Happen
By balancing urgency, technical feasibility, and business goals, we conducted an in-depth investigation into some issues and addressed them. As a result, my user research project began to take shape. Here is an example of an implemented design:
