Months had been spent fleshing out what the product would contain and how each feature should function from both a customer (public) and a client (b2b) perspective; not to mention our own operations system to facilitate our back-office capabilities.

After the planning stage was completed we move swiftly into documentation. The team was tasked with producing the system “bible” (which currently stands at two hundred plus pages) and both functional and technical specifications. I would then go on to create user journeys and map the paths every user type would take through our product.

Once all the stakeholders had agreed on the expectations of the product I was able to move into the next phase of design, transposing the journeys to wireframes. This would help us to qualify expectations and confirm their validity through testing. I had long been a fan of tools like InVision and MarvelApp, and saw this as an opportunity to use both side by side (for different aspects of the product) and test their capabilities. This gave our stakeholders a chance to get a real feel for a user’s journey through the application by clicking through the low-fi prototype. This would enable them to see how features would relate to one another and when key messages could be delivered.