Design Research and Strategy | Bank of America

Background

Bank of America's Global Information Security organization aimed to improve a key process for information security remediation. The process touched users across the enterprise -- from application managers to system architects to executives. Growing end-user frustration prompted the initiative. (Details are confidential.)

Approach

The project was scoped as a discovery initiative to surface findings and inform action.

Phase 1 -- Stakeholder Alignment

• Leadership interviews to surface assumptions, biases, priorities, and framing
• A survey to prioritize issues identified by broader stakeholders and subject matter experts
• Outputs informed the project brief

Phase 2 -- Primary Research

• Exploratory, semi-structured interviews using snowball sampling for representative coverage across lines of business, role types, and hierarchy levels
• Four one-week interview sprints with interim analysis between each
• Weekly stakeholder updates on findings
• Research concluded at information saturation: 40 interviews, 65 interviewees, 1,744 minutes of recorded audio

Phase 3 -- Analysis

• Audio transcription and coding
• Affinity diagramming using sticky notes; reclustered iteratively
• Secondary industry research on best practices informed recommendations

Deliverables

• Stakeholder ecosystem map
• Service blueprint including user journey
• Findings and recommendations report

Result

1. Spin-off project to revamp the primary capability-tracking product
2. Green light to build an MVP Enterprise Design team (led as Director of Design)
3. Executive prioritization of functionality gaps and a service-design approach
4. Technical debt prioritization for highest impact

Additional organizations affected by the process have continued leveraging the findings in their own strategy and planning.