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Client
Clarksons Platou Shipbroking Services
Role
  • Senior User Researcher
About Clarksons Platou Shipbroking Services
  • Largest Shipbroking services in world gained expertise in marine industry and large scale commodities trading based business.

Challenge

The challenge was to gain a deep understanding of Clarksons’ user base and the intricate business processes across various departments. This involved mapping out user service journeys, creating detailed personas through interviews and shadowing sessions, and documenting interactions and use cases to inform design requirements. Additionally, a robust research strategy was needed to support current and future projects, alongside workshops to align team members on the research findings.

Approach to the Problem

1. Briefing and Onboarding

The project started with a detailed briefing, establishing the objectives and scope for understanding user behaviors and business processes.

2. Contextual Inquiry

It was followed by user engagement sessions that involved shadowing and conducting interviews with each department and desk at Clarksons. These sessions aimed to gather insights on daily and weekly routines, team dynamics, time spent on tasks, job workflows, use of digital tools, user interactions and environment, goals and responsibilities, as well as user frustrations and needs. The findings were documented in a series of write-ups, which were then distributed among IT staff to inform their understanding of user behaviors and needs.

3. Requirement Workshops and Process Mapping

Collaborative workshops were organized to define research objectives and map out business processes. These sessions ensured alignment among stakeholders and helped define the scope of the research strategy.

4. Research Protocol Development

A user research strategy was created, focusing on improving existing research processes. This streamlined approach ensured that insights gathered were actionable and valuable for the digital transformation process.

5. Communicating Personas: Clarksons User Wikipedia

To ensure the findings were easily accessible, a Clarksons Wikipedia was created on WordPress. This internal resource congregated all knowledge on each department and desk across the business, providing a centralized repository of user observations and insights.

6. Communicating Personas: User Card Deck

Developed a 52-card deck containing condensed information on persona essentials. This card deck was designed as a handy reference tool for product meetings and was distributed among business analysts and IT staff. The deck included cards detailing user personas and subclasses, such as Shipbroker, Operator, CP Secretaries, Data Analysts, and others. Each card outlined the persona’s job goals, key needs, and challenges, providing a quick and effective way to understand complex business processes and user needs.

Outcomes

The project resulted in a comprehensive understanding of user profiles and enhanced research processes which significantly contributed to the success of the wider digital and design transformation program.

  • Comprehensive User Profiling: Successfully created detailed user personas and subclasses, providing a clear understanding of the diverse roles and needs within the company, essential for the wider digital and design transformation program.
  • Improved Research Processes: Research protocols were enhanced to produce more efficient and actionable insights, directly informing the company’s transformation strategy.
  • Enhanced Communication Tools: The creation of the Clarksons User Wikipedia and persona card deck enabled team members to quickly reference user needs, ensuring the transformation process was aligned with business objectives and user requirements.

52

Card deck with condensed information on persona essentials

4

4 cards detailing instructions on how to use the persona cards and index

48

User personas and subclasses

Contact for detailed portfolio

+44(0) 7492222636

ipek.delia@gmail.com