PEXA’s world-first digital settlements has revolutionised the way we exchange property in Australia. Together we worked as a small team to developed user journey maps as well as defining some segments. Internally our team consisted of two UX Consultants as well as a Project Manager and we worked with a contact from PEXA.

Transpire researched the API Customer Implementation Experience, as part of a company development. As part of this, Transpire will conduct qualitative research with people who are part of the API development/integration departments of various law firms, banks and property developer companies.

Solution

Over 4 weeks working with an additional UX Consultant we wrote our research plan, conducted user interviews, synthesised the findings, developed artefacts and finally presented the work back to the PEXA team.

Research Plan

We developed a discussion guide of open ended questions that would help us to better understand the experience from the customer’s perspective and gain insights into their actual process. After that we worked with PEXA to find twelve participants to interview with. Another addition to the research plan is we developed our consent form to ensure our participants are aware of the information we’re looking to gather.

Research & Synthesis

We conducted twelve interviews and captured our notes in a template setup in a whiteboard tool called Miro. After each interview we synthesised our notes into categories to represent particular findings. Throughout this process we collated the findings and began to see forming, the categories that held the most insights. We created a draft outline of the customer journey and began to map out the tasks, emotions, feelings and archetypes involved to build a basic structure of the customer experience.

User Journey Map

The journey map is broken down into various aspects of the experience. The stages show us the main sections of the journey and these are then further divided into tasks and subtasks. Each task column will reflect the overall emotion that the stakeholder was experiencing as well as a description of the feeling they had around that particular task.  The channel tells us which methods of communication or tools they were using, the archetype for the stakeholders involved is listed and any opportunities for PEXA within that aspect of the experience is also noted.

Archetypes

We found that archetypes made more sense than personas, that were originally agreed upon. We started to look at the behaviours of each group of participants and from there we were able to ideate a view of archetypes.

Behaviour graphs