Business Objective

The business objective is to understand the current challenges faced by the State Product Officers (SPOs) to effectively manage Business Relationship Managers (BRMs) and create a platform for State Product Officers (SPOs) to effectively manage Business Relationship Managers (BRMs) and ensure their respective states meet their loan targets.

Research Goal

This 2-week discovery plan aims to understand the needs, painpoints and workflow of SPOs to design a platform that facilitates seamless transmission of important information, and goal tracking, and to identify key factors that influence the performance of SPOS. Lastly. Gather insights to optimize the onboarding and support of SPOs.

Metrics

Customer satisfaction score: SPOs satisfaction score during the beta/pilot phase.
Increased KPI achievement rate

Research Team

Bukola (Product Manager)
Chiemela Orji (Business Analysis Intern)
Oluyinka (Product Designer)
Hamid Muhammed (Technical Product Manager)

Research Plan

Methods

Users Interviews
Feedback Survey

Prep Work

Schedule interviews with SPOs
Schedule interviews with RMs

Interview Questions

Click here to view the interview questions.

Interview Schedule

Click here to view our interview schedule.

Weekly Plan

Week 1 Goal (3rd - 4th of October 2024)

Thursday:

Schedule interviews with 10 State Product Officers (SPOs)
Schedule interviews with Regional Managers

Friday

Conduct interviews with 10 State Product Officers (SPOs)
Conduct interviews with Regional Managers

Week 2 Goals (7th - 11th of October 2024)

Monday:

Summarize findings on the challenges, needs, and goals of SPOs and RMs - Interview snapshots.
Create experience maps for SPOs based on interview data

Tuesday:

Conduct a feedback survey to validate interview findings and quantify SPO needs
Create wireframes

Wednesday:

Create story maps and assumptions to be tested
Create designs for onboarding

Thursday

Test wireframes with SPOs and RMs
Update designs