Dans un monde où chaque choix compte, Meobank aide les utilisateurs à prendre des décisions financières qui contribuent à un avenir plus vert.
Digital helpers play a key role in bridging the digital divide in Wallonia
Empowering users to make financial decisions that align with their environmental values is at the core of Meobank’s mission
Dans un monde où chaque choix compte, Meobank aide les utilisateurs à prendre des décisions financières qui contribuent à un avenir plus vert.
Project
The mediators portal
The mediators portal is an initiative by the Walloon government, part of the “Osonslenumerique.be" project, aimed at improving digital inclusion by optimizing collaboration between digital helpers. These professionals, who assist individuals struggling with digital tools, lacked a centralized platform to exchange information, receive training, and coordinate their efforts.
This portal is designed to meet these needs by offering a simple and accessible interface for everyone, in order to enhance the efficiency of their work and facilitate access to quality training. Currently limited to the Walloon region, the portal could, in a later phase, be expanded to the entire Belgian territory.
My role
Conducting interviews
Conducted in-depth interviews with a group of digital helpers to understand their needs, expectations, and frustrations with current digital tools.
Facilitating “World Café” workshops
Facilitated workshops to promote co-creation and gather ideas directly from end users.
Developing personas
Developed personas and defined user journeys based on the most common scenarios, such as communication between helpers or enrolling in training sessions.
Designing wireframes and prototypes
Designed the wireframes and prototypes for the platform, ensuring that the user experience is smooth, intuitive, and focused on inclusion.
Usability testing
Conducted usability tests to ensure the platform is intuitive and easy to use for digital helpers.
Conducting an audit of the macartonum.be website
Performed an audit of the digital assistance map in Wallonia to identify areas for improvement and better guide users, both on the web and mobile platforms.
As the UX/UI designer on this project, I worked closely with a team of digital helpers and other stakeholders to ensure that the platform perfectly meets their needs.
Simplify collaboration between digital helpers
Strengthen the community of digital helpers
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Empathy
OBJECTIVE
Understand the needs, expectations, and frustrations of digital mediators.
In-depth Interviews
I conducted individual interviews with a diverse group of mediators across Wallonia to gather qualitative insights into their daily challenges and interactions with current digital tools.
RESULT
Identified key pain points like fragmented communication channels and difficulty accessing centralized resources.
Contextual observation
Observed mediators in their work environments to understand real-world usage and uncover hidden challenges.
RESULT
Discovered subtle issues that helped refine workflow optimizations for the platform.
Process
This UX process, grounded in design thinking principles, emphasizes empathy, collaboration, and iterative improvement, contributing to the creation of a platform that not only addresses the current needs of digital mediators but is also adaptable to future challenges, thereby promoting enhanced digital inclusion in Wallonia.
Process
Define
OBJECTIVE
Clearly define the user profiles and problems to guide the design.
Persona development
Created detailed personas, like Sophie T., a digital mediator, to represent key user profiles.
RESULT
Deepened understanding of user needs, which informed feature customization for the platform.
User journey mapping
Mapped out potential user journeys based on research and anticipated interactions with the platform to identify key moments and potential friction points.
RESULT
Highlighted critical steps where future navigation and resource access could be simplified for a seamless user experience.
User stories and problem definition
Defined user stories and formulated problem statements, such as:
“How might we create a centralized platform that simplifies communication and resource sharing?”
RESULT
Aligned the team around clear, user-centered goals.
Ideate
OBJECTIVE
Generate and prioritize ideas to solve defined problems.
Brainstorming sessions
Led brainstorming sessions to generate a wide range of ideas, such as real-time messaging systems and interactive training modules.
RESULT
Explored diverse solutions to address the platform’s user needs.
Idea prioritization
Used a prioritization matrix to select the most feasible and impactful ideas.
RESULT
Prioritized key features such as a training management system, resource library, and communication forums.
Information architecture & sitemap creation
Utilized card sorting to develop a logical information architecture and sitemap.
RESULT
Structured the platform’s navigation for intuitive access to resources and training.
Process
This UX process, grounded in design thinking principles, emphasizes empathy, collaboration, and iterative improvement, contributing to the creation of a platform that not only addresses the current needs of digital mediators but is also adaptable to future challenges, thereby promoting enhanced digital inclusion in Wallonia.
A scalable and intuitive platform
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Sophie T., 33 years old, digital helper
Sophie, 33, is a digital helper passionate about her role in facilitating digital inclusion. She is driven by the belief that everyone, regardless of age or skills, deserves to access digital tools independently. Although she faces challenges in her role, she is determined to find solutions to enhance her impact. A platform that centralizes resources and offers collaboration opportunities would be a major asset for her daily work.
Arthur C. 29 ans, architecte
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Arthur C., 29 years old, architect.
Sophie T., 33 years old, digital helper
Sophie is a key user for the “The mediators portal ” project. Understanding her needs and frustrations helps tailor the platform to meet the needs of digital mediators, ensuring better digital inclusion in Wallonia.
What she said
" I am passionate about digital inclusion. I believe that everyone deserves independent access to digital tools. Despite the challenges, I am determined to increase my impact. A platform that centralizes resources and fosters collaboration would be a real asset to my work."
Sustainability is not just a feature, it’s the foundation of our design approach
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Dans un monde où chaque choix compte, Meobank aide les utilisateurs à prendre des décisions financières qui contribuent à un avenir plus vert.
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A scalable and intuitive platform
Key learnings
User-centered approach
Prioritizing user needs and involving them throughout the design process ensures a truly useful and effective platform.
Iterative design
Continuous testing and refinements based on user feedback lead to a more polished and user-friendly final product.
Interdisciplinary collaboration
Working closely with developers, project managers, and stakeholders ensures harmonious and coherent implementation.
Scalability and adaptability
Designing with a long-term vision allows the platform to adapt and expand to meet future needs.
Key features of the final product
Personalized homepage
A personalized dashboard highlighting relevant resources, the latest available training sessions, and direct access to communication tools.
Simplified navigation
Clear and well-structured menus allowing easy access to training sessions, document sharing, and resources via a streamlined menu and well-organized tabs.
Inclusive and modern design
A minimalist visual design with soft colors and clear icons ensuring accessibility and ease of use for all users, regardless of their digital skill level.
Collaboration spaces
Dedicated spaces for interactions, such as thematic discussion forums and an instant messaging system, allowing mediators to connect, ask questions, and share solutions.
Training management system
Simplified processes for offering, managing, and registering for training sessions, fostering interregional collaboration.
Centralized resource library
A digital library providing quick access to educational documents, guides, and support materials, with the ability to add new content over time.
Real-time notifications for the latest training sessions, messages, and other updates
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Simplicity
Collaboration
Accessibility
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Discussion among digital helpers
Next steps
Expansion of user testing
Open access to a larger number of digital mediators to test functionalities on a larger scale, gather more feedback, and continue iterating on the design and functionalities of the platform.
Continuous Improvement based on journey mapping
Use detailed insights from user journey mapping to further refine user journeys, especially around training registration and the use of collaboration tools.
These features include:
Integration of new features with artificial intelligence
Once the core elements of the platform are stabilized, we plan to integrate advanced features powered by artificial intelligence (AI) to further enhance user experience and functionality.
These features include:
Automated training recommendations
Using machine learning algorithms, the platform will analyze user preferences and behaviors to offer personalized training recommendations. This ensures mediators receive timely, relevant opportunities tailored to their needs, enhancing their professional growth and effectiveness.
AI-Driven Forums for Enhanced Mediator Collaboration
Using natural language processing (NLP) and AI moderation, the platform will create specialized forums for efficient mediator interactions. AI will categorize discussions, suggest threads, and provide automated responses, streamlining communication and fostering collaboration.
Predictive analytics for resource management
By using AI-based predictive analytics, the platform can anticipate mediators’ resource needs based on usage patterns and trends. This ensures mediators have timely access to the tools and information they require.
Enhanced user support with AI chatbots
AI-powered chatbots will offer immediate assistance to mediators by answering FAQs, guiding them through features, and resolving technical issues. This improves user satisfaction with instant help and reduces reliance on manual support.
Goals
Collaborate
Communicate and collaborate more effectively with one another.
Share resources
Share resources and tools needed for their daily tasks.
Train
Access and offer training, both in-person and remotely, enabling interregional collaboration among digital helpers.
Enroll in training courses
Enroll participants in training courses offered by other digital helpers, either in-person or remotely, providing greater flexibility and training opportunities focused on inclusion.
The main objective of the portal is to create a central platform where digital helpers can.
Prototype
OBJECTIVE
Turn ideas into functional prototypes to validate design decisions.
User flow design
Created user flows to define interactions across the platform.
RESULT
Mapped out clear pathways for users to engage with key features.
Low-fidelity wireframes
Developed wireframes for the core pages like dashboards and forums.
RESULT
Provided early-stage visualizations for testing and validation before moving to high-fidelity designs.
High-fidelity prototypes
Built interactive prototypes to simulate the user experience.
RESULT
These prototypes provided realistic simulations for usability testing with stakeholders.
Evaluate
OBJECTIVE
Validate the design through feedback and iteration.
Usability testing
Tested prototypes with both users and stakeholders, having them complete tasks like registering for training or sharing resources.
RESULT
Identified usability issues, such as complex navigation, which were addressed through iterative design improvements.
Iteration based on feedback
Collected insights from tests and made necessary design adjustments to improve user experience.
RESULT
Delivered an improved prototype that was better aligned with user needs and expectations.
Implement
OBJECTIVE
Finalize the design and collaborate with developers for a seamless launch.
UI design
Delivered the final UI design, ensuring it was intuitive and accessible for all users.
RESULT
Created a clean, user-friendly interface.
Defining the design system
Established a design system to ensure consistency across typography, color schemes, and UI components.
RESULT
Guaranteed a visually cohesive platform.
Post-launch monitoring
Deployed the platform to a select group of digital mediators and gathered feedback for further refinement.
RESULT
Resolved any remaining issues before the large-scale launch.
Handoff to developers
Provided detailed specifications, assets, and organized handoff sessions to ensure proper implementation of the design.
RESULT
Ensured smooth collaboration with developers, minimizing discrepancies between the design and final product.
Dans un monde où chaque choix compte, Meobank aide les utilisateurs à prendre des décisions financières qui contribuent à un avenir plus vert.
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