KPMG
Lakehouse is the mobile app companion that rounds out the KPMG experience retreat, Lakehouse. Designed to enable KPMG employees to access a wealth of resources, amenities, and opportunities, all at their fingertips.
Challenge
The current version of the KPMG mobile app was poorly designed, built on a deprecated React framework, and lacked an IA that reflected users mental models accessibly across a range of user types with varying tech proficiency. The educational and scheduling aspects were unintuitive, and the hospitality experience was buggy and even left users unable to access their rooms. I was tasked with leading and addressing the high level pain points, as well as collaborating with development and working within their limitations to find solutions to the buggy and often times very different levels of experience across iOS and Android devices. Ultimately, I aimed to streamline the app, establish a hierarchy that reflected the Lakehouse in-person experience and users mental models of the tasks to be done, and provide a connected and equitable experience across devices from the moment a user books their flight, through to when they first walk through the Lakehouse doors, and for the duration of their stay.
Goals
Establish a clear application front-end architecture and intuitive navigation.
Improve accessiblity and compliance.
Establish a clear mobile design system and visual hierarchy.
Increase successful class sign ups and attendance by unifying conversion taking actions and integrating with a wayfinding GPS to help users navigate the Lakehouse grounds.
Streamline the hospitality experience to make the Lakehouse stay more enjoyable for all user types.
Mitigate room access bugs and friction between in-person interaction and the mobile app.
Increase opportunities for users/attendees to connect in-app and in-person, and stay connected.
Decrease confusion around the Lakehouse experience by providing a wealth of resources.
Increase attention across the employee workforce on the ease and benefits of professional development.
Focus Areas
Product Research: Feature feedback, analog comparison, affinity mapping, personas, directing junior conducting user interviews, script/questioning, and interview sessions.
Wireframing: Initial business feedback and input via low-fidelity wireframing, usability testing.
Prototyping: Clickable prototypes and interactions demos
Leadership and process: Led design and product effort with a team of one additional designer and a junior/intern designer and researcher.
Product Strategy: Requirements gathering, transitioning from V1 mobile app, roadmap & MVP planning
Product Design: High-fidelity designs representing a finished product
Impact and Deliverables
Identified and helped establish development team improvements, and transition to latest React framework.
Successfully launched new features to begin transitioning to V2 designs.
Directed intern and facilitated over two dozen user interviews and 10+ hours of discussions.
Established V2 MVP designs and blueprint for future iterations.
Addressed four major user pain points.
