Pavel Samsonov - Data Extraction

My roles

created user research practice by training customer support & sales colleagues in best practices for gathering data on user needs
designed and prototyped a new interaction technique that eliminated manual & repetitive steps slowing down the process
led a feature team and contributed to front-end development to deliver the new experience within the tight deadline required

Product impacts

60×

60× faster extraction through the design of an innovative interaction technique
80%

80% reduction in operators, reserving human attention for training and edge cases
99%

99% lower development costs after the need for custom scripting was fully eliminated
0%

0% file rejection achieved by routing high-ambiguity documents to human operators

At a glance

The scope of work required a deep understanding of two incumbent processes - the bank's manual data extraction work, and Workfusion's existing data extraction UI, developed without user experience design support. I organized a group of developers and customer-facing colleagues to act as a research team for understanding the customer's current needs, and the desired future state.

Modeling the present state

Technology leadership
Data science team
Customer Success team

Defining the desired state

Crowdworkers
Business stakeholders
Data requesters

A deep understanding of the customer journey allowed the team to rapidly test MVP candidates produced by the developers, and iteratively identify gaps and inefficiencies. To enable this process, I partnered with Workfusion's heads of Engineering and Data Science. This allowed the team to understand the underlying platform's full capabilities. I designed an experience that addressed user needs while being feasible to implement within the client's desired time frame. This prototype automated repeated actions, put frequently-accessed information close at hand, and allowed Workfusion's AI to help workers in real time.

Iterative design

Sequence diagramming
Mockups
JS prototypes
A/B testing

Go-to-market process

Metrics analysis
Stakeholder alignment
Release and iteration

Even though the proposed scope was beyond the initial plan, the success of the prototype demo convinced the CTO to add more developers to the product team. I worked with them as designer, front-end developer, and product owner to deliver the proposed design on time and to spec. The resultant product would go on to account for over 90% of Workfusion's business at the time.