Based on what they heard from their clients, we knew the need existed. What Hobsons didn’t have was a clear vision for the product. So we started with a quick, intense research phase. We first spoke with customer service, training, and sales employees to understand the review process at a high level.
Then we dove deep, interviewing their clients and observing how they conducted their reviews. This helped us understand how each review was conducted and who was involved. Looking across clients, we spotted patterns in their processes as well as nuances that must be accommodated.
The result of this review was a mental model identifying the needs of the users, a conceptual model of the architecture, a prioritized list of features, and a clear estimate of effort.