XDA Tax / Preston French, Tonya Peck, Mariela Arias, Meg B Taylor
Three questions to the project team
What was the particular challenge of the project from a UX point of view?
The first challenge was dealing with the complex and varied workflows across different service lines, while ensuring that each case was handled in a bespoke manner specific to each client’s unique policy and country. Additionally, a challenge was posed when the need to adapt to new design patterns in the product was met with resistance from longtime employees. They became enthusiastic to see these changes manifest in real-time after introducing them to the testing phase and demonstrating the iterations. By involving them in user testing, we provided them with a firsthand perspective of our process.
What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
In the beginning, it was unclear how each feature reflected the needs of our users. After collaborating with leadership, UX began to lead agile delivery. By prioritizing UX, we were able to craft visionary concepts backed by research, which greatly facilitated alignment and understanding across the project team. This, in turn, enabled better planning for feature releases and fostered an environment conducive to user validation and testing. Additionally, the focus on UX resulted in enhanced documentation for development, further enhancing our efficiency and effectiveness. This experience demonstrated the value of incorporating UX principles throughout the development process and highlighted the impact it can have on the entire project.
Where do you see yourself and the project in the next five years?
EY Mobility Pathway will become the center of our users’ global mobility ecosystem, bringing a multitude of interactions with otherwise disparate systems into a unified user experience. Continued investment in configurability and user preferences will produce increasingly personalized experiences, tailored to the needs of different jurisdictions. AI-enabled service delivery will result in more intuitive and efficient completion of compliance processes, allowing users to focus on their life-changing international assignments and delivering value to their employers. This UX-first development strategy will cement EY Mobility Pathway as the technology of choice for management of globally mobile workforces.