Octopus is a group of businesses investing in the people, ideas and industries that will help change the world 🐙During my time at Octopus I led the Product Design function on the post sales product Octopus Online. The goal of Octopus Online is to provide an online service for advisers, admins and investors to track and manage financial investment portfolios they hold with Octopus Investments, while alleviating the pressure on internal teams by creating a self-service mindset.
When I arrived the product was in very early stages of an MVP but through constant collaboration and iteration I managed to elevate the offering and service of the overall platform.
What did I contribute?
• Facilitating discovery workshops
• Product strategy
• User research
• Product design (Design system, UX, UI)
How big was the team?
• 2 x Product Managers
• 4 x Engineers
• 1 x Product Designer 🙋
How might we provide an online service for advisers, admins and investors to track and manage financial investment portfolios they hold with Octopus Investments, while alleviating the pressure on internal teams by creating a self-service mindset?
What were the business goals?
• Reduce calls to customer support/sales and receive positive feedback from our users (measured by calls/Helpscout)
• Drive adoption from legacy portals to Octopus Online
• Build the foundations; customers have the basics they need to self serve their investments online
What were the user goals?
• "Don't make me think" - Intuitive, accessible and engaging solution
• "I got what I need" - Provide users with elegant solutions that solve their problems
Who is it for?
Octopus Online is designed with a number of personas in mind; Advisers (Cautious adopter, Future shaper, Growth hunter), Investors (Direct and Advised) and Admins.
What process did I follow?
The process I follow for any discovery phase is the well documented Double Diamond methodology from the Design Council. Like all designers in product teams today, the main focus is to work in an agile way.
What research methods were used?
A snapshot of all the methods I implemented during my time at Octopus 👉 discovery workshops, surveys, card sorting, usability testing, service blueprinting, customer journey mapping, ideation workshops, data analysis (Hotjar, Google Analytics, Amplitude), competitor analysis and secondary research.
What were the success metrics?
• Reduce customer calls by 20%
• Increase adoption of Octopus Online from legacy portals by 60%
After a few iterations and releases we got to a well-performing baseline. The foundation was in place so we could gather valuable data, optimise journeys, and start to introduce other core features to the product.