Digital Platform Redesign
When it was launched some years ago, Moody’s CreditView was mainly a simple means of gaining online access to the company’s credit ratings. But as demand grew for greater insight, and increased depth and breadth information for better decision-making, Moody’s embarked on an ambitious three-year program to revamp and reinvent CreditView.
As a result, the new portal brings together almost every aspect of Moody’s services, providing investors and issuers with a vast wealth of information, deeper content and analysis.
In addition, CV2 offers a massively improved user-experience, with bespoke reporting, alerts and insight, as well as seamless access to all Moody’s data through Excel - enabling clients to work far more efficiently and productively than ever before.
SECTOR - Financial Industry / Technology
TEAM - Director, 3 UX Designers, 2 UI Designers, 2 Researchers, Content Expert
MY ROLE - Research Strategy & Testing, Stakeholder interviews, 360° Customer Reviews, UXR Team Manager
LEAD TIME - 10 months (Phase 1 of 3)
COMPLEXITY - High
Business problem
Moody’s CreditView, or Moodys.com, offers information about Moody’s ratings, methodologies, and recent issuer and industry research for the more than 6,000 entities it rates. The platform has 25K subscribers in the financial industry.
A few years ago, Moody's CreditView started off as a basic online platform for accessing the company's credit ratings. However, as the need for more comprehensive information and deeper insights grew, and decision-makers sought enhanced data for making informed choices, Moody's embarked on an ambitious three-year initiative to transform and redefine CreditView.
My role was to lead the research, discovery and testing for CV2, to ensure the upgrade would meet user expectations, with a special focus on identifying unmet needs and opportunities for the new platform.
Discovery & testing
MIXED-METHODS MULTI-CHANNEL BEHAVIORAL ANALYSIS
HYPOTHESIS & PERSONA DEVELOPMENT
BEHAVIORAL DATA ANALYSIS
PATH ANALYSIS
USER INTERVIEWS AND PROTOTYPE TESTING
WALKTHROUGHS, FEEDBACK SESSIONS AND ITERATIVE PROTOTYPE TESTING
Activities
360° Customer reviews
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Information Architecture
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Card Sorting
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User flows
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Wireframes
Hypothesis testing
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2 key hypotheses based on initial discovery/personas were tested in a mix of user interviews, existing platform walkthroughs and prototypes
Iterative prototype testing
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User interviews & feedback sessions
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Site walkthroughs
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Prototype testing
Challenge
The highly technical nature of the Platform's financial content and the detailed specifics of fundamental credit analysis in different markets, required getting a thorough understanding of the financial industry and its vocabulary first, before meaningful user feedback could be gathered and interpreted correctly.
Impact
After 10 months of iterative prototype testing, build and QA, the first part of the 3-year upgrade was released. With increased promotion, this lead to 5% subscription growth and 10% reduction in attrition in the first six month after the release, due to improved content, UI and user experience.