Layla Soileau | UX Designer

Triumph Financial / Experience Map

Creating internal transparency for a trucking financial company

Building an experience map reveals opportunities to improve internal employee processes.

Challenge: Triumph buys trucking companies' invoices and pays them in advance, improving truckers' cash flow.

Behind the scenes at Triumph, Treasury Analysts, Account Resolutions Specialists, and Operations teams work to get invoices paid and resolve any disputes.

As we were redesigning employee tools, some of the processes, roles, and responsibilities were unclear.

Challenge: Triumph buys trucking companies' invoices and pays them in advance, improving truckers' cash flow.

Behind the scenes at Triumph, Treasury Analysts, Account Resolutions Specialists, and Operations teams work to get invoices paid and resolve any disputes.

As we were redesigning employee tools, some of the processes, roles, and responsibilities were unclear.

Final exeperience map and persona examples.

My Role

As a Principal Experience Designer, I collaborated with a Lead Researcher to interview employees and map user journeys.

Process

Conduct partner interviews
We started by interviewing employees to understand the roles and workflow behind the scenes.
During the first half of the interview, I took screenshots and mapped workflows in Miro.
The latter half of the interview was used to validate the workflow I had captured.

Conduct partner interviews
We started by interviewing employees to understand the roles and workflow behind the scenes.
During the first half of the interview, I took screenshots and mapped workflows in Miro.
The latter half of the interview was used to validate the workflow I had captured.

Draft the experience maps and personas
Using the data we gathered from the interviews and initial workflow mappings, we created two complete Experience Maps, including pain points and opportunities.
We also created personas for each of the roles.

Draft the experience maps and personas
Using the data we gathered from the interviews and initial workflow mappings, we created two complete Experience Maps, including pain points and opportunities.
We also created personas for each of the roles.

Validate the experience maps and personas
We then held a workshop to validate the experience maps and personas.
Participants voted on opportunities so that we could start prioritizing improvements with the product team.

Validate the experience maps and personas
We then held a workshop to validate the experience maps and personas.
Participants voted on opportunities so that we could start prioritizing improvements with the product team.

Lessons Learned

Printing From Figma Is Possible

I created interactive experience maps and personas in Figma and a print version. The conversion from pixels to print was challenging, but I figured it out.

Printing From Figma Is Possible

I created interactive experience maps and personas in Figma and a print version. The conversion from pixels to print was challenging, but I figured it out.