I did 15 user interviews and card sorting with non-admin users (requestors, approvers) and admin users.

Key finding #1

Though participants like the overall idea of the portal and certain features within the portal, they have issues with navigation to the portal, within the portal, and from the portal to other relevant connected tools. This needs to be simplified along with adopting a cleaner, more intuitive interface.

Participants are happy that such a portal exists and like certain features such as customizable reports, bulk registration, vulnerability mapping.

P7 “They have made adaptions in the last six to eight months, they have really listened to us and modified multiple things. They’ve made their more intuitive, easy, easier to answer, and the process much easier to follow. So for me, it’s not just the questions, but also the emails that are generated and the process that goes downstream. So I do like the tech governance workflow and questions better (than other tools like CloudView, KMR).”

P5 “(Good to see) some other groups are using (the technology) or doing POCs on that. I can just go and talk to them, instead of me experimenting all over again. So instead of me also doing a POC, while he is also doing a POC, might as well use each other’s information.”

Participants like seeing action items on logging in to AskNow (Service Now) and like the look and feel of CloudView and ShiftLeft. Participants expressed the need for better integration of TG with other tools such as ShiftLeft. Participants think that it is difficult to find and navigate the TG website, and they had to go through serveral people/ links to find it.

P8 “The functionality inside ShiftLeft is a lot cleaner. I guess just the certain UI aspects of it. And now certain pop ups happen. It’s just a little more visually pleasing.”

P3 “The ideal for me, would be to have end a tool or an application like this one, that or I can place relevant information, and then use that as the one single source to keep all the updates. There’s too many different ones.”

P1 “If there were a control setting that allowed me just to click on ITDR and went directly to the window I have to work with (Approval window), it would be much easier.”

P2 “It’s kind of clunky, and that it doesn’t give you a whole lot of info like ongoing feedback about where you’re in the process.”

• Improve email structuring to help users find TG

• Clear indications of when TG intersects with other tools/ portals and helping users go back and forth seamlessly

• Less cluttered, cleaner UI

Key finding #2

Content inside the portal such as search results, forms, labels and instructional are not super clear or easy to understand. Users need a better on-boarding experience and in-context guide.

Participants dislike:

• Jargon / technical terms

• Unclear instructions and labels

• Deeply nested actions

• Too many clicks

• Format of search results

• Lack of guidance

Terms participants found confusing:
Commercial (3 participants), Open Source (3 participants), Visa Open Source Download (3 participants), Bulk Reg for scanned project (2 participants), and Technology standard (3 participants).

P1 “They changed the design that you used to be able to click on a record and it would just open up. Now you have to click on a plus, to the right of the record. Just clicking on the record itself worked fine. I had to reteach myself to go open up every record with the plus side.”

P3 “Even though my result is hiding somewhere in the search record, I’m always tempted to add a new registration so that I can save myself trouble to review the existing registration standard or stuff like that.”

P7 “I think it does a very good job of cataloging prior versions as well, because again when I type in a title, I may get 20 titles on all of the history of the past registrations.

P5 “I think there should be a way to look at categorization or guideline about what technology is falling into what category like a hint, like a question mark, or something – this category means these things, these are some of the examples that go into this, which one makes sense for this particular item and easier for us to use.

• Reduce number of steps needed to finish task

• Simplify jargon to more human language

• Provide better onboarding guidance, step-by-step guidance and tool tips

• Make search results more consumable

Communication needs to be improved both between people holding different roles (eg: approver-requestor), and between the portal and users in all roles, through succinct and limited email notifications.

Most participants dislike receiving numerous emails which also contains too many links. They prefer to have less emails, and have ability to manage/record communication in TG portal.

Participants dislike:

• High dependencies on one approver.

• A lot of information was exchanged offline.

• Insufficient sharing of information

• The number of emails

• Too many links/info noise in the email and there is no priority

P2″ [For OS Registration] I have to work with essentially our IT guys to get this put in all manually. And you know, God forbid, she leaves or he goes on vacation, because then it just completely stops the process.”

P5 “There was a lot of this offline things happening. If it was happening from the application seamlessly, it would have been much easier. Like if I write a comment, somebody responds, so that way it is recorded.”

P4 “I guess it would be kind of nice, if from the email, if it went straight into that and did the search automatically rather than me, because I’m doing is cutting and pasting from the email into the search box.”

P1 “We get thousands of emails to this mailbox. These are good for records and they are all useful, I wouldn’t remove these.”

Participants prefer:

• Manage communication in the system where it’s easier to track and is visible for all parties.

• Have the due date mentioned in the email.

• A single link to direct them to their task.

• A consolidated email or some sort of inbox/ alerts in the portals where they can go back or remind them to go back.

• Reduce number of emails

• In app notification/ inbox

• Better email format with due date and a link

• Request confirmation with status

• Lifecycle management

There are different types of roles and responsibilities on the portal, and participates expressed the desire to have personalized role based dashboards to cater to individual needs.

Participants want better bucketing (colored tags by status, new requests, overdue requests etc.) and only filtered relevant request to show up on their home screens.

Participants want a personalized role based dashboard where they can manage their tasks more efficient and effectively. They can take a quick glance at requests easily and on the go.

P1 “It would be really nice just to see the new items. Because rather than have to scroll through, I can find the things that still need to be addressed. New items come in as pending. Or if I asked for information, it will show up as information. And it’s nice to see those, but I don’t need to see it again until they responded. So only really seeing and tracking things that I have to pay attention to , as opposed to scrolling.”

P2 “I think role based or context based UI is generally more intuitive to us. And you know, honestly, folks like us, we’re lazy, and we don’t want to sit there like, actually read every single word on the page, scans. That make sense, I got to go do that.”

P3 “The new site should be mobile friendly. So that if I have a request, especially for approver, they should be able to approve on their mobile. So they are not logged in the laptop and having lunch and want to approve something, they should be able to do it on their mobile.”

• Personalized dashboard with quick links

• High level statistics and visualization

• Filter for request list

• Colored tags & badges

• Dialog box & updates

• mobile

• What is your role at Visa?
~ What do you do, what is your day like?
• How did you hear about Technology Governance portal?
~ How often do you use the portal?
• What are you looking to accomplish when you use this portal?

• What features do you think the TG portal has?
~ Can they compare it to some other Visa product?
• Can you walk us through the last time you used the TG portal?
~ What did you do?
~ How did you feel about the experience?
– Positives?
– Pain points / Frustrations

• What did you like about the TG portal?
• What do you dislike about the TG portal?
• If you had a magic wand, how would you change the TG portal?
• Questions, comments, suggestions?

Key Finding #1

Though participants like the overall idea of the portal and certain features within the portal, they have issues with navigation to the portal, within the portal, and from the other portal to other relevant connected tools. This needs to be simplified along with adopting a cleaner, more intuitive interface.

Key Finding #2

Content inside the portal such as search results, forms, labels, and instructional are not super clear or easy to understand. Users need a better on-boarding experience and in-context guide.

Key Finding #3

Communication needs to be improved both between people holding different roles (eg: approver-requestor), and between the portal and users in all roles, through succinct and limited email notifications.

Key Finding #4

There are different types of roles and responsibilities on the portal, and participants expressed the desire to have personalized role based dashboards to cater to individual needs.