Origin (AWS Fintech)
AWS's Revenue Planning Tool: Model, Analyze, and Adjust Financial Scenarios for over 120+ services for EC2, S3 and others
As the design manager for Origin, I led a transformative redesign project in 2024. Working with a junior designer, we conducted in-depth interviews with 10 users for the topside go-get project, identifying key pain points and opportunities. Our user-centric approach and implementation of AWS Fintech common patterns and Cloudscape 3.0vr components yielded significant results:
- CSAT score increased by 17.85% (3.16 to 3.72)
- CES score improved by 36.51% (2.59 to 3.54), the largest improvement in the organization
- Delivered on 2 CFO-level goals
- Topside go-get feature reduced processing time from 48 hours to 1 hour
Origin became the first AWS Fintech team to transition to Cloudscape 3.0vr, setting a new standard for efficiency and user experience. This project demonstrated the power of user research, mentorship, and adopting common patterns in driving substantial product improvements. These three key areas resulted in highest increase across our organization.
The topside go-get project for Origin delivered substantial benefits, significantly enhancing our financial planning capabilities and dramatically improving user efficiency. This feature streamlined workflows, contributing to Origin's impressive 36.51% increase in Customer Effort Score (CES), rising from 2.59 in 2023 to 3.54 in 2024. The project's impact was further evidenced by Origin's 17.85% improvement in Customer Satisfaction (CSAT) score, increasing from 3.16 to 3.72. Notably, the streamlined navigation resulting from this and other improvements reduced engineering effort by 33%, cutting development time from 24 weeks to 16 weeks. Additionally, we achieved an remarkable 84% reduction in navigation clicks, decreasing from 6 to just 1 click. These metrics underscore the project's success in enabling finance teams to make quick, high-level adjustments to their forecasts more efficiently, ultimately leading to more agile and accurate financial planning and analysis.
Origin demonstrated exceptional ownership and leadership within the AWS Fintech ecosystem by spearheading the development of the V1 data grid, which became the cornerstone of our common patterns program. This initiative directly contributed to the CFO/AWS CX VP goal of an Amazon-wide release of the Data Grid. Origin's proactive approach not only addressed their own product needs but also set the foundation for improved consistency and efficiency across all AWS Fintech tools. The impact of this contribution was significant, with 90% of the organization (18 out of 20 eligible products) adopting the latest versions of Cloudscape 3.0vr code/design libraries. Furthermore, the data grid became the first and only fully accessible feature in AWS Fintech, making it consumable to a broader Amazon user-base as well as external customers. User testing revealed that 100% (14 users) preferred the AWS Fintech Data Grid over Cloudscape's default grid functionality. Origin's pioneering work in developing this reusable component has helped reduce duplicate efforts, accelerate development cycles, and enhance the overall user experience through a familiar interface across multiple products, exemplifying the collaborative spirit driving innovation in our organization.
Origin's upgrade to Cloudscape 3.0vr was a pivotal moment for AWS Fintech. To overcome developer skepticism about the upgrade's feasibility, our UX team created a concise "Do's and Don'ts" guide. This document demonstrated that a single developer could complete the upgrade in just one week. Origin's successful implementation served as a proof of concept, leading to a remarkable 90% adoption rate across AWS Fintech, with 18 out of 20 eligible products upgrading. This initiative not only improved UI consistency but also significantly reduced technical debt, setting a new standard for efficiency in our product ecosystem.
