We identified two types of personas :
- Operational Management - Users that carry out the work and day-to-day management of client requests. This is Client Portal's primary persona that exists on both the audit and client sides. They facilitates day-to-day management and operations, Checks on current status of client requests - mainly on outstanding, overdue, and coming due. Regularly communicates with the client for status check-in and follow-up and highlighting priority and urgent requests
- Senior Management / Overall Plan and Strategy - Users from senior management Interested in the overall performance of their team to determine strategy for the engagement, team organisation.
In this research we will be focusing on the operational management users, both from auditor and client side :
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User research
We performed a series of 1:1 user interviews with auditors across ranks (Staff, Seniors, Managers, Senior Managers) and across geographies (APAC, US, EMEIA) Questions on understanding the user and current experience.
