Workshop: Defining Strategic Direction
Workshops - Journey Mapping - Product Roadmap
*Note: Due to NDA, some work is omitted or blurred
Workshop Overview
A 2-day onsite workshop was conducted with Mastercard’s Product Owners for multiple projects. The MasterCard team walked away with a better understanding of the customer experience and used the insights to define a unified product roadmap.
Workshop Outcomes
Collectively defined persona, user journey, and roadmap.
Increased alignment between business verticals.
Additional funding for future workshops.
Workshop Goals
The purpose of the workshop is to align the overall vision for the future of the product ecosystem and define a roadmap to get there.
My Role
As a Senior UX Designer I helped plan and facilitate the workshop.
The purpose of the workshop is to align on a single vision for the future of the ecosystem of products and develop a short and long-term roadmap.
Background
Challenge
The current ecosystem of products was not built with the user experience in mind. With over 20 products available to identify and fight fraud, MasterCard’s B2B customers were frustrated with the amount of products and inefficiencies in the workflow.
How can we create efficiencies between multiple products with similar or duplicate functionalities?
Workshop
Participants: 12 people total; Design leaders, business VP’s, customer representatives; fraud analysts
Days: 2; In person
Activities: Empathy mapping, journey mapping, dot voting, priority matrix
Deliverables: Personas, future journey map for multiple user groups, feature prioritization
Deliverables
Persona and User Journey
Pain Point Deep Dives
Align on Opportunity Areas
Using a prioritization exercise, the team voted on the most important areas to focus on for the next 3 quarters.
Impact
Product Roadmap + Funding
*Due to NDA, the actual roadmap is not displayed.
The end result of the workshop was a prioritized roadmap that was adopted by multiple product verticals as a common north star. The team was better aligned on how to evolve the product and set the groundwork for quarterly prioritization.
The various verticals found great value in the collaborative working sessions and the UX team was approved for funding of future workshops both at Mastercard and with our customers
“I want a streamlined process with Issuers and merchants to confirm suspected fraudulent transaction details
- Fraud Analyst