The JSTOR Admin Story

Huntington Card Lock

2020

JSTOR Admin is the central hub for our partners (librarians, publishers, contributors) to manage their relationship with JSTOR and demonstrate the impact of their library investments.

Losing your debit or credit card is a pain. As you retrace steps, you worry that someone may find your card and drain your account. If you call and cancel, you'll have to change your accounts. With Huntington Card Lock, relax and simply lock it while you look for it.

Illustration of four librarians discussing JSTOR resources
role

product design lead

ux lead
interaction designer

objective
objective

Communicate our vision for the JSTOR Admin product and desired user outcomes in a compelling format so that stakeholders understand our vision and how they can contribute and collaborate.

Enable Huntington customers to send and request peer-to-peer payments via Zelle from the Huntington Mobile app.

Goal

Create awareness of our vision
Internal staff, stakeholders, and collaborators have a memorable artifact that represents our vision for the JSTOR Admin product. We want to communicate how our team is planning to create value for librarians and publishers.

Provide context for collaboration
Create opportunities for feedback sharing and collaboration for staff.

Losing a debit or credit card can be a frustrating process.
A search mission ensues and that dreaded call to the bank must be made if the card doesn't turn up right away. After waiting for the card to arrive by snail mail, those nice little auto-fill card numbers and any associated bills need to be changed. Not only is replacing a missing card(s) a painful experience for customers, but initiating replacement cards is costly for the bank as well. 

Nine times out of ten, that pesky plastic ends up finding its way back in a few days. At Huntington, looking out for customers and the bottom line meant that allowing customer to simply lock their card while they look for it was a no brainer for business.

Early Warning Services created Zelle, a fast, free, and easy for money to move. The Zelle Network connects the nation's leading financial institutions, enabling consumers to send person-to-person payments to friends and family. Funds are available directly in consumer bank accounts within minutes.

Huntington partnered with Early Warning Systems to offer Zelle capabilities. In April 2019, Huntington joined the Zelle network to give customers access to peer-to-peer payments right from their Huntington app. I led the UX initiative for this big, exciting launch.

Early Warning Services created Zelle, a fast, free, and easy for money to move. 
The Zelle Network connects the nation's leading financial institutions, enabling consumers to send person-to-person payments to friends and family. Funds are available directly in consumer bank accounts within minutes.

Huntington partnered with Early Warning Systems to offer Zelle capabilities. 
In April 2019, Huntington joined the Zelle network to give customers access to peer-to-peer payments right from their Huntington app. I led the UX initiative for this big, exciting launch.

Design Ops Weekly – Q2 2020 (4)

Inputs

New to JSTOR, I set about digging into existing research, personas, competitive analaysis, and documentation. I also familiarized myself with the minimal, existing JSTOR Admin product offering. I worked with my PM and researcher to create a product vision, strategy, metrics, and user stories. I then gathered input from stakeholders to prioritize desired user outcomes.

  • Team Product Strategy – An articulation of our product strategy adapted from Gib Biddel
  • JSTOR Admin Vision – Aspirational statement that communicates where the product will go and what it aims to achieve long-term
  • User Stories – Prioritized list of librarians, publisher and contributor user stories
  • User Research – Surveys and interviews with librarians and staff
  • Stakeholder feedback – Feedback on the story from Support, Outreach, Design, and Marketing colleagues

The Zelle UI boiled down into seven primary use cases. Customers need the ability to enroll in the feature from the Huntington Mobile app. Users must select a phone number or email address and bank account to get started. After enrolling, the primary use of Zelle centers around the send and request money features while managing settings, viewing activity, and managing recipients are secondary use cases. Unenroll, of course, is necessary, but hopefully rarely used!

The Zelle UI boiled down into seven primary use cases. Customers need the ability to enroll in the feature from the Huntington Mobile app. Users must select a phone number or email address and bank account to get started. After enrolling, the primary use of Zelle centers around the send and request money features while managing settings, viewing activity, and managing recipients are secondary use cases. Unenroll, of course, is necessary, but hopefully rarely used!

Story script

After working with my PM and researcher to define our vision and understand our users, I researched storyboards in order to understand best practices for compelling storytelling. I then created a story outline and draft script, which I reviewed and refined many times with input from product and design teams as well as key stakeholders. 


Early Warning Systems provided guidelines for the user experience of their partner financial institution's implementation of Zelle. It provided mandatory, flexible, and optional components relating to the UX of the feature, visual design, and copy. As UX lead, I worked closely with EWS to ensure that our wireframes, mockups, and content were meeting requirements, but also negotiated a better user experience for customers where necessary.

Early Warning Systems provided guidelines for the user experience of their partner financial institution's implementation of Zelle. It provided mandatory, flexible, and optional components relating to the UX of the feature, visual design, and copy. As UX lead, I worked closely with EWS to ensure that our wireframes, mockups, and content were meeting requirements, but also negotiated a better user experience for customers where necessary.

Sketch of a storyboard script

First draft of script for Act I

Act I - Access methods update
Time frame - Late August
Character - Stephanie, New Electronic Resource Manager (ERM)

Act II - Invoice renewal
Time frame - Oct/Nov
Character - Diane, Collection Development,
Special Collections

Act III - EBA selection
Time frame - April
Character - Pierre, Int'l Acquisitions Librarian

Act IV - Contributor dashboard
Time frame - May
Chracter - Diane, Collection Development,
Special Collections

Stakeholder feedback on script

Design and stakeholder critique of storyboard script. Pink post-its denote things that were unclear or confusing. Purple is for things that are working well. Blue represents things that could be better about the script.

Library Team Review

Illustrations

After the story script was roughly finalized, I started illustrating. The design team sketched ideas for the storyboard illustrations. I also used the research I'd done on storyboarding to determine the illustration style I wanted to use. To create the drawings, I used an Apple pencil, iPad, and the Procreate app.

  • Half (4) of the participants correctly found Zelle under the Payments tab
  • Four participants wanted guidance to help them navigate to P2P payments
  • Two participants were confused by the design of the ‘Request New Code’ and ‘Continue’ labels, and did not know how to progress
  • Three wanted more information about daily and monthly limits
  • Two participants did not see the ‘Pending’ section properly
  • When asked to edit a Zelle contact, four participants navigated to 'Manage Payees,’ within the ‘Huntington Bill Pay’ section
  • Three participants expected their HNB profile information to automatically update in Zelle
  • Half (4) of the participants correctly found Zelle under the Payments tab
  • Four participants wanted guidance to help them navigate to P2P payments
  • Two participants were confused by the design of the ‘Request New Code’ and ‘Continue’ labels, and did not know how to progress
  • Three wanted more information about daily and monthly limits
  • Two participants did not see the ‘Pending’ section properly
  • When asked to edit a Zelle contact, four participants navigated to 'Manage Payees,’ within the ‘Huntington Bill Pay’ section
  • Three participants expected their HNB profile information to automatically update in Zelle
sketches

Design team member's storyboard sketches

Finished artifact

Click through the slideshow to view the final storyboard artifact for the "JSTOR Admin Story."

Presentation

Our product team read the JSTOR Admin story at an org-wide webinar a couple of months into the pandemic. We heard really positive feedback from colleagues about the presentation format and content. Cross-functional partners immediately reached out to share user feedback relevant to the product. After the presentation 92% of attendees agreed or strongly agreed with the statement "I understand the JSTOR Admin vision" vs. 69% before the presentation.

A team of nine people presenting a story on a webinar screen
Feedback

Takeaways

  • A great script with weak drawings is better than a weak script with great drawings. Focus on getting the script generally right before spending a lot of time sketching/illustrating.
  • Be very explicit on what emotional benefit your product is providing your users. This should be very evident in the story.
  • Make sure to provide lots of opportunities for stakeholders to provide input. Mix up the formats as well (i.e. one-on-one, team reviews, etc.)
  • Presenting the final story to the organization and teams one time is not enough. Revisit at the end of each quarter to see where progress has been made and where to focus next.
  • Participants perceived Zelle, as a concept, to be useful
  • Participants were confused by some of the limitations of Zelle, as well as the relationship between Zelle and HNB.
  • Participants perceived Zelle, as a concept, to be useful
  • Participants were confused by some of the limitations of Zelle, as well as the relationship between Zelle and HNB.

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