"It's fulfilling to focus on productive innovation that has a daily impact on the experience our clients have with BNY Mellon."In contrast, external efforts are dedicated to engaging with the regional technology community. A recent partnership occurred between the Center and Honeycomb, a local fintech, founded last year. Honeycomb’s online platform focuses on bringing a new funding option to community businesses in ways that strengthen ties between businesses and their loyal customer bases. Co-founder George Cook and his team conducted a full day of usability testing in the BNY Mellon UX Lab in Pittsburgh to inform product changes and shape its long-term roadmap. As a result of the usability testing, Honeycomb gained insights that will help shape its application interface and inform growth plans. Blankette explained that a usability testing session is ran with a product user sitting shoulder-to-shoulder with a UX researcher, either in the context of his or her own office or in one of BNY Mellon’s four global UX Labs. The researcher facilitates the exercise from a pre-defined test plan and asks the user to complete tasks within an application while thinking aloud. The user is encouraged to share instances where he or she feels confused, areas where language or actions are unclear, or any other points of friction or delight while interacting with the product. Observers note the user’s behavior and feedback during the session.
Listen to Ashley on TechVibe Radio.The UX research team then captures insights from multiple testing sessions and creates a report to document findings and recommended modifications to optimize UX. This process enables active improvement and iteration on solutions. “Usability testing is particularly powerful in combination with Agile Software Development practice, which enables improvements to be quickly prioritized and addressed in two-to-four week development ‘sprints,’” Blankette said. “This accelerates delivery of enhancements to our clients in a fraction of the time it takes to bring changes to market through traditional waterfall methods.” The Innovation Center and User Experience Group employ Design Thinking methods. According to Blankette, “In practice, our approach puts people and their needs at the center of the process. We believe that the best solutions emerge when we collaborate with clients through empathy-building, ideation and iteration.” Article by Todd Miller | Photos by Brian Cohen