Overview
G4S Sources is an internal application designed for analysts as part of a larger process that generates intelligence reports for clients. Analysts use G4S Sources to identify trustworthy sources and generate DIA-formatted citations, streamlining the citation process. The platform helps standardize source usage in reports, regulates citations, and empowers analysts to efficiently complete time-consuming tasks.
Overview
G4S Sources is an internal application designed for analysts as part of a larger process that generates intelligence reports for clients. Analysts use G4S Sources to identify trustworthy sources and generate DIA-formatted citations, streamlining the citation process. The platform helps standardize source usage in reports, regulates citations, and empowers analysts to efficiently complete time-consuming tasks.
Overview
G4S Sources is an internal application designed for analysts as part of a larger process that generates intelligence reports for clients. Analysts use G4S Sources to identify trustworthy sources and generate DIA-formatted citations, streamlining the citation process. The platform helps standardize source usage in reports, regulates citations, and empowers analysts to efficiently complete time-consuming tasks.
Project Scope
Brand new application
Tools
Roles
UI/UX Designer, UI Developer, UX Researcher
Team
2
Developers
1
UX Designers
4
Stakeholders
1
Product Owner
1
Scrum Master
2
Developers
1
UX Designers
4
Stakeholders
1
Product Owner
1
Scrum Master
2
Developers
1
UX Designers
4
Stakeholders
1
Product Owner
1
Scrum Master
Challenge
Analysts, in the past, have struggled to either identify trustworthy sources or have relied too heavily on a small group of sources.
Additionally, analysts have lacked the resources to standardize their citations within their own team and across other teams. This has resulted in a perceived lack of professionalism from clients and the overuse of analyst time to complete tedious tasks.
Challenge
Analysts, in the past, have struggled to either identify trustworthy sources or have relied too heavily on a small group of sources.
Additionally, analysts have lacked the resources to standardize their citations within their own team and across other teams. This has resulted in a perceived lack of professionalism from clients and the overuse of analyst time to complete tedious tasks.
Challenge
Analysts, in the past, have struggled to either identify trustworthy sources or have relied too heavily on a small group of sources.
Additionally, analysts have lacked the resources to standardize their citations within their own team and across other teams. This has resulted in a perceived lack of professionalism from clients and the overuse of analyst time to complete tedious tasks.
Business Goals
Create a UI that encourages exploration of sources
Shorten citation creation times
Standardize citations across teams
Highlight sources that meet analyst criteria
Business Goals
Create a UI that encourages exploration of sources
Shorten citation creation times
Standardize citations across teams
Highlight sources that meet analyst criteria
Business Goals
Create a UI that encourages exploration of sources
Shorten citation creation times
Standardize citations across teams
Highlight sources that meet analyst criteria
01 / Discovery
Empathize with users
User Interviews
Before brainstorming ideas, sketching designs, or hypothesizing solutions, I first met with potential users to understand their perspectives. I focused on uncovering their attitudes toward the current process and identifying the pain points that weren’t working.
I met with G4S intel analysts to gain insight into the frustrations they faced when creating citations and identifying credible sources.
User Interviews
Before brainstorming ideas, sketching designs, or hypothesizing solutions, I first met with potential users to understand their perspectives. I focused on uncovering their attitudes toward the current process and identifying the pain points that weren’t working.
I met with G4S intel analysts to gain insight into the frustrations they faced when creating citations and identifying credible sources.
User Interviews
Before brainstorming ideas, sketching designs, or hypothesizing solutions, I first met with potential users to understand their perspectives. I focused on uncovering their attitudes toward the current process and identifying the pain points that weren’t working.
I met with G4S intel analysts to gain insight into the frustrations they faced when creating citations and identifying credible sources.
Key Questions
How do you decide which sources are credible?
What are some pain points when selecting sources?
How do you currently create citations?
What would make identifying sources and creating citations easier?
Key Questions
How do you decide which sources are credible?
What are some pain points when selecting sources?
How do you currently create citations?
What would make identifying sources and creating citations easier?
Key Questions
How do you decide which sources are credible?
What are some pain points when selecting sources?
How do you currently create citations?
What would make identifying sources and creating citations easier?
Interview Findings
After meeting with users, the issues with the current process became clear. Each analyst had a unique set of criteria for determining reliable sources, leading to inconsistencies in the credibility of reports. For example, one analyst might prioritize transparency, while another might emphasize timeliness. There was no standardized process for identifying trusted sources, which contributed to these discrepancies.
Analysts also approached citation creation differently—some used custom Excel sheets to generate citations, while others manually created them. It was left to the analysts to ensure proper formatting, leading to inconsistency. This posed a major issue since clients expected reports with a standardized citation format. The lack of a uniform process resulted in varying speeds and quality across analysts' work.
Interview Findings
After meeting with users, the issues with the current process became clear. Each analyst had a unique set of criteria for determining reliable sources, leading to inconsistencies in the credibility of reports. For example, one analyst might prioritize transparency, while another might emphasize timeliness. There was no standardized process for identifying trusted sources, which contributed to these discrepancies.
Analysts also approached citation creation differently—some used custom Excel sheets to generate citations, while others manually created them. It was left to the analysts to ensure proper formatting, leading to inconsistency. This posed a major issue since clients expected reports with a standardized citation format. The lack of a uniform process resulted in varying speeds and quality across analysts' work.
Interview Findings
After meeting with users, the issues with the current process became clear. Each analyst had a unique set of criteria for determining reliable sources, leading to inconsistencies in the credibility of reports. For example, one analyst might prioritize transparency, while another might emphasize timeliness. There was no standardized process for identifying trusted sources, which contributed to these discrepancies.
Analysts also approached citation creation differently—some used custom Excel sheets to generate citations, while others manually created them. It was left to the analysts to ensure proper formatting, leading to inconsistency. This posed a major issue since clients expected reports with a standardized citation format. The lack of a uniform process resulted in varying speeds and quality across analysts' work.
"
"
Formatting citations is a mess. It's a tedious process that takes way too much time.
Formatting citations is a mess. It's a tedious process that takes way too much time.
G4S Intel Analyst
Interviewee
Surveys
I sent out a survey to gather more user feedback, and nine users responded—nearly 50% of the anticipated total. The data provided valuable insights into users' attitudes toward the current process and established a baseline for future surveys. Some of the key findings are outlined below.
Surveys
I sent out a survey to gather more user feedback, and nine users responded—nearly 50% of the anticipated total. The data provided valuable insights into users' attitudes toward the current process and established a baseline for future surveys. Some of the key findings are outlined below.
Surveys
I sent out a survey to gather more user feedback, and nine users responded—nearly 50% of the anticipated total. The data provided valuable insights into users' attitudes toward the current process and established a baseline for future surveys. Some of the key findings are outlined below.
What factors are most important for identifying usable sources?
What are the most painful parts of creating citations, if any?
How would you describe the experience of creating citations?
Survey Findings
Survey results clearly indicated that the current process was inadequate. Nearly 50% of participants found the existing process painful, likely due to the frustrating citation process. Furthermore, 100% of analysts identified pain points while formulating citations, yet no tools were available to address these issues.
Additionally, analysts most frequently selected sources based on "Trustworthiness" and "Accuracy of Reporting." However, making these determinations was time-consuming, which ultimately increased the time required to author reports.
Survey Findings
Survey results clearly indicated that the current process was inadequate. Nearly 50% of participants found the existing process painful, likely due to the frustrating citation process. Furthermore, 100% of analysts identified pain points while formulating citations, yet no tools were available to address these issues.
Additionally, analysts most frequently selected sources based on "Trustworthiness" and "Accuracy of Reporting." However, making these determinations was time-consuming, which ultimately increased the time required to author reports.
Survey Findings
Survey results clearly indicated that the current process was inadequate. Nearly 50% of participants found the existing process painful, likely due to the frustrating citation process. Furthermore, 100% of analysts identified pain points while formulating citations, yet no tools were available to address these issues.
Additionally, analysts most frequently selected sources based on "Trustworthiness" and "Accuracy of Reporting." However, making these determinations was time-consuming, which ultimately increased the time required to author reports.
Competitive Analysis
Areas of Interest
Cost of data
Restrictions on the use of data
Service offerings
Intended use-cases
Areas of Interest
Cost of data
Restrictions on the use of data
Service offerings
Intended use-cases
Areas of Interest
Cost of data
Restrictions on the use of data
Service offerings
Intended use-cases
Analysis Findings
Most competitors offered similar services, but they typically restricted data usage and focused on sales-oriented use cases. They were not considering business intelligence in their solutions. Their perceived value lay in driving sales revenue, rather than enhancing analytical workflows.
Additionally, all competitors hid their fees behind inquiries. Users had to contact the companies directly, and it was not clear how much it would cost to access their data.
Analysis Findings
Most competitors offered similar services, but they typically restricted data usage and focused on sales-oriented use cases. They were not considering business intelligence in their solutions. Their perceived value lay in driving sales revenue, rather than enhancing analytical workflows.
Additionally, all competitors hid their fees behind inquiries. Users had to contact the companies directly, and it was not clear how much it would cost to access their data.
Analysis Findings
Most competitors offered similar services, but they typically restricted data usage and focused on sales-oriented use cases. They were not considering business intelligence in their solutions. Their perceived value lay in driving sales revenue, rather than enhancing analytical workflows.
Additionally, all competitors hid their fees behind inquiries. Users had to contact the companies directly, and it was not clear how much it would cost to access their data.
02 / Define
Identify problems
Personas
After gathering user feedback, I identified three distinct user groups: the internal intel analyst, the product manager, and the government intel analyst. Each had unique needs and challenges within the citation and sourcing process.
Personas
After gathering user feedback, I identified three distinct user groups: the internal intel analyst, the product manager, and the government intel analyst. Each had unique needs and challenges within the citation and sourcing process.
Personas
After gathering user feedback, I identified three distinct user groups: the internal intel analyst, the product manager, and the government intel analyst. Each had unique needs and challenges within the citation and sourcing process.
User Journey Mapping
Users made it clear that the existing process was frustrating. To better empathize with them, I created a user journey for our primary user. This exercise revealed just how painful it was to find reputable sources and cite them. It also highlighted numerous opportunities to improve the process and reimagine the user experience.
User Journey Mapping
Users made it clear that the existing process was frustrating. To better empathize with them, I created a user journey for our primary user. This exercise revealed just how painful it was to find reputable sources and cite them. It also highlighted numerous opportunities to improve the process and reimagine the user experience.
User Journey Mapping
Users made it clear that the existing process was frustrating. To better empathize with them, I created a user journey for our primary user. This exercise revealed just how painful it was to find reputable sources and cite them. It also highlighted numerous opportunities to improve the process and reimagine the user experience.
Oppurtunities
Allow users to collaborate and own their citations
Make citations shareable
Transfer responsibility of citation format from user to application
Centralize citation and documentation storage
Oppurtunities
Allow users to collaborate and own their citations
Make citations shareable
Transfer responsibility of citation format from user to application
Centralize citation and documentation storage
Oppurtunities
Allow users to collaborate and own their citations
Make citations shareable
Transfer responsibility of citation format from user to application
Centralize citation and documentation storage
Empathy Map
I created an empathy map to gain a deeper understanding of how our users make decisions and feel during the current process. Visualizing their attitudes and behaviors allowed me to more effectively advocate for their needs and design a solution that truly addresses their pain points.
Empathy Map
I created an empathy map to gain a deeper understanding of how our users make decisions and feel during the current process. Visualizing their attitudes and behaviors allowed me to more effectively advocate for their needs and design a solution that truly addresses their pain points.
Empathy Map
I created an empathy map to gain a deeper understanding of how our users make decisions and feel during the current process. Visualizing their attitudes and behaviors allowed me to more effectively advocate for their needs and design a solution that truly addresses their pain points.
03 / Ideate
Wild ideas welcome
How Might We?
I used "How Might We" questions to foster creativity within the team while ensuring we were addressing the right problems and focusing on the most impactful solutions.
How Might We?
I used "How Might We" questions to foster creativity within the team while ensuring we were addressing the right problems and focusing on the most impactful solutions.
How Might We?
I used "How Might We" questions to foster creativity within the team while ensuring we were addressing the right problems and focusing on the most impactful solutions.
Flow Diagrams
I created flow diagrams to visualize the likely paths users would take to complete tasks in the future system. This helped me optimize the happy-path experience while also addressing fringe scenarios. Throughout the process, many questions arose, prompting deeper exploration of user needs and system interactions.
Flow Diagrams
I created flow diagrams to visualize the likely paths users would take to complete tasks in the future system. This helped me optimize the happy-path experience while also addressing fringe scenarios. Throughout the process, many questions arose, prompting deeper exploration of user needs and system interactions.
Flow Diagrams
I created flow diagrams to visualize the likely paths users would take to complete tasks in the future system. This helped me optimize the happy-path experience while also addressing fringe scenarios. Throughout the process, many questions arose, prompting deeper exploration of user needs and system interactions.
Oppurtunities
What if a source doesn't exist?
What if there are no results from a search?
How can we shorten the time between creating citations?
What if the user requests a new source that already exists?
Oppurtunities
What if a source doesn't exist?
What if there are no results from a search?
How can we shorten the time between creating citations?
What if the user requests a new source that already exists?
Oppurtunities
What if a source doesn't exist?
What if there are no results from a search?
How can we shorten the time between creating citations?
What if the user requests a new source that already exists?
Site Map
The G4S Sources application had two primary functions: finding sources and creating citations. I used a site map to organize the application and establish clear connections between these two key areas.
The exploratory aspects of the application would lead users to Source "Profile" pages, which in turn would guide them to the Citation page, creating a smooth flow between the two functions.
Now, users could easily find new sources and quickly incorporate them into citations, streamlining the entire process.
Site Map
The G4S Sources application had two primary functions: finding sources and creating citations. I used a site map to organize the application and establish clear connections between these two key areas.
The exploratory aspects of the application would lead users to Source "Profile" pages, which in turn would guide them to the Citation page, creating a smooth flow between the two functions.
Now, users could easily find new sources and quickly incorporate them into citations, streamlining the entire process.
Site Map
The G4S Sources application had two primary functions: finding sources and creating citations. I used a site map to organize the application and establish clear connections between these two key areas.
The exploratory aspects of the application would lead users to Source "Profile" pages, which in turn would guide them to the Citation page, creating a smooth flow between the two functions.
Now, users could easily find new sources and quickly incorporate them into citations, streamlining the entire process.
Hand Sketches
With a clear understanding of the application’s flow and hierarchy, I sketched a rough draft. The design focused on enabling analysts to easily discover sources and foster curiosity. While the current process was frustrating and cumbersome, the new design aimed to be relaxed, intuitive, and seamless, providing a much smoother user experience.
Hand Sketches
With a clear understanding of the application’s flow and hierarchy, I sketched a rough draft. The design focused on enabling analysts to easily discover sources and foster curiosity. While the current process was frustrating and cumbersome, the new design aimed to be relaxed, intuitive, and seamless, providing a much smoother user experience.
Hand Sketches
With a clear understanding of the application’s flow and hierarchy, I sketched a rough draft. The design focused on enabling analysts to easily discover sources and foster curiosity. While the current process was frustrating and cumbersome, the new design aimed to be relaxed, intuitive, and seamless, providing a much smoother user experience.
Identified Improvements
Promote discoverability and exploration
Pages should be templatized to allow scalability
Next steps in a process should be clear and intuitive
Information should be obvious and proportional to importance
Identified Improvements
Promote discoverability and exploration
Pages should be templatized to allow scalability
Next steps in a process should be clear and intuitive
Information should be obvious and proportional to importance
Identified Improvements
Promote discoverability and exploration
Pages should be templatized to allow scalability
Next steps in a process should be clear and intuitive
Information should be obvious and proportional to importance
04 / Prototype
Let's build
Lo-Fi Wireframes
Once I completed my sketches, I refined them by converting them into a digital format. During this phase, I focused on how the pages would connect to one another, ensuring a smooth and cohesive user journey throughout the application.
Lo-Fi Wireframes
Once I completed my sketches, I refined them by converting them into a digital format. During this phase, I focused on how the pages would connect to one another, ensuring a smooth and cohesive user journey throughout the application.
Lo-Fi Wireframes
Once I completed my sketches, I refined them by converting them into a digital format. During this phase, I focused on how the pages would connect to one another, ensuring a smooth and cohesive user journey throughout the application.
Lo-Fi Prototype
I created working lo-fi prototypes to demonstrate to the development team how pages would connect and guide users toward sources or citations, ensuring a clear and efficient flow throughout the application.
Notice how the blue lines converge on the Profile page (far right). This illustrates how users would navigate from a source page to eventually reach the citation page, creating a clear, step-by-step progression.
Lo-Fi Prototype
I created working lo-fi prototypes to demonstrate to the development team how pages would connect and guide users toward sources or citations, ensuring a clear and efficient flow throughout the application.
Notice how the blue lines converge on the Profile page (far right). This illustrates how users would navigate from a source page to eventually reach the citation page, creating a clear, step-by-step progression.
Lo-Fi Prototype
I created working lo-fi prototypes to demonstrate to the development team how pages would connect and guide users toward sources or citations, ensuring a clear and efficient flow throughout the application.
Notice how the blue lines converge on the Profile page (far right). This illustrates how users would navigate from a source page to eventually reach the citation page, creating a clear, step-by-step progression.
Hi-Fi Wireframes
With the lo-fi wireframes complete, I shifted focus to refining the branding, information hierarchies, imagery, and use of color, ensuring the design was both visually appealing and aligned with the intended user experience.
Hi-Fi Wireframes
With the lo-fi wireframes complete, I shifted focus to refining the branding, information hierarchies, imagery, and use of color, ensuring the design was both visually appealing and aligned with the intended user experience.
Hi-Fi Wireframes
With the lo-fi wireframes complete, I shifted focus to refining the branding, information hierarchies, imagery, and use of color, ensuring the design was both visually appealing and aligned with the intended user experience.
Feedback + Insights
I took the prototypes to five users for feedback and demoed the designs to management. Both groups provided valuable input, and I worked to address their concerns while ensuring the user experience remained a top priority.
I met with G4S intel analysts to gain a deeper understanding of the frustrations they faced when creating citations and identifying credible sources.
Feedback + Insights
I took the prototypes to five users for feedback and demoed the designs to management. Both groups provided valuable input, and I worked to address their concerns while ensuring the user experience remained a top priority.
I met with G4S intel analysts to gain a deeper understanding of the frustrations they faced when creating citations and identifying credible sources.
Feedback + Insights
I took the prototypes to five users for feedback and demoed the designs to management. Both groups provided valuable input, and I worked to address their concerns while ensuring the user experience remained a top priority.
I met with G4S intel analysts to gain a deeper understanding of the frustrations they faced when creating citations and identifying credible sources.
Users Complaints
Navigation seemed cluttered and it was confusing how the navbar would disappear on certain pages.
Confusion between the differences of the categories at the top and bottom of the Explore page.
The citation process appeared to ask more information than was necessary to complete a citation.
The Explore page was visually too similar to the Category pages.
Users Complaints
Navigation seemed cluttered and it was confusing how the navbar would disappear on certain pages.
Confusion between the differences of the categories at the top and bottom of the Explore page.
The citation process appeared to ask more information than was necessary to complete a citation.
The Explore page was visually too similar to the Category pages.
Users Complaints
Navigation seemed cluttered and it was confusing how the navbar would disappear on certain pages.
Confusion between the differences of the categories at the top and bottom of the Explore page.
The citation process appeared to ask more information than was necessary to complete a citation.
The Explore page was visually too similar to the Category pages.
Management Complaints
Need a location to highlight specific sources to users.
Ability to show that new sources were regularly added.
Metrics to prove usefulness of certain features.
Management Complaints
Need a location to highlight specific sources to users.
Ability to show that new sources were regularly added.
Metrics to prove usefulness of certain features.
Management Complaints
Need a location to highlight specific sources to users.
Ability to show that new sources were regularly added.
Metrics to prove usefulness of certain features.
Changes
Explore Page
01
Condensed navbar into header so that navigation elements are static
02
Categories at the top of Explore page changed to match those at the bottom
03
Added the "Explore" text to clarify page
04
Added "Recently Added" section to highlight new sources
Explore Page
01
Condensed navbar into header so that navigation elements are static
02
Categories at the top of Explore page changed to match those at the bottom
03
Added the "Explore" text to clarify page
04
Added "Recently Added" section to highlight new sources
Explore Page
01
Condensed navbar into header so that navigation elements are static
02
Categories at the top of Explore page changed to match those at the bottom
03
Added the "Explore" text to clarify page
04
Added "Recently Added" section to highlight new sources
Citations Page
05
Added the "Explore" text to clarify page
06
Categories at the top of Explore page changed to match those at the bottom
07
Added the "Explore" text to clarify page
Citations Page
05
Added the "Explore" text to clarify page
06
Categories at the top of Explore page changed to match those at the bottom
07
Added the "Explore" text to clarify page
Citations Page
05
Added the "Explore" text to clarify page
06
Categories at the top of Explore page changed to match those at the bottom
07
Added the "Explore" text to clarify page
Source Request Page
08
Enlarged hero section to provide clear call to action
09
Improved explanation as to what is required to request a new source
10
"Open Requests" section added to show users their previous source requests and status
Source Request Page
08
Enlarged hero section to provide clear call to action
09
Improved explanation as to what is required to request a new source
10
"Open Requests" section added to show users their previous source requests and status
Source Request Page
08
Enlarged hero section to provide clear call to action
09
Improved explanation as to what is required to request a new source
10
"Open Requests" section added to show users their previous source requests and status
Thoughts & Takeaways
Thoughts & Takeaways
Taking a look back
Meet More Users
Initial feedback for the G4S Sources application has been positive. However, as the application gains more visibility among management and other users, interest has grown. As the project matures, I anticipate that further user research will be necessary to accommodate the expanding user base, which now includes a much more diverse group than initially planned.
Meet More Users
Initial feedback for the G4S Sources application has been positive. However, as the application gains more visibility among management and other users, interest has grown. As the project matures, I anticipate that further user research will be necessary to accommodate the expanding user base, which now includes a much more diverse group than initially planned.
Meet More Users
Initial feedback for the G4S Sources application has been positive. However, as the application gains more visibility among management and other users, interest has grown. As the project matures, I anticipate that further user research will be necessary to accommodate the expanding user base, which now includes a much more diverse group than initially planned.
Think Even Bigger
The G4S Sources application is a simple, intuitive tool built for analysts, but its potential extends far beyond its current scope. The challenges faced by internal staff closely mirror those of government employees. Moving forward, more focus should be placed on solving broader industry challenges rather than just addressing internal needs.
Additionally, as analysts continue to populate the G4S Sources application with data, more should be done to extract additional value from it. By integrating features like document sentiment analysis, machine learning-based language translations, and more, we can provide even greater value to analysts. This is just the beginning of what’s possible.
Think Even Bigger
The G4S Sources application is a simple, intuitive tool built for analysts, but its potential extends far beyond its current scope. The challenges faced by internal staff closely mirror those of government employees. Moving forward, more focus should be placed on solving broader industry challenges rather than just addressing internal needs.
Additionally, as analysts continue to populate the G4S Sources application with data, more should be done to extract additional value from it. By integrating features like document sentiment analysis, machine learning-based language translations, and more, we can provide even greater value to analysts. This is just the beginning of what’s possible.
Think Even Bigger
The G4S Sources application is a simple, intuitive tool built for analysts, but its potential extends far beyond its current scope. The challenges faced by internal staff closely mirror those of government employees. Moving forward, more focus should be placed on solving broader industry challenges rather than just addressing internal needs.
Additionally, as analysts continue to populate the G4S Sources application with data, more should be done to extract additional value from it. By integrating features like document sentiment analysis, machine learning-based language translations, and more, we can provide even greater value to analysts. This is just the beginning of what’s possible.
