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Inbox

Transforming qualitative insights into actionable
UX improvements

Basic Search.png

ROLE

Lead UX Designer
(Enterprise FinTech)

FOCUS

Inbox Scalable Experience
(MYSS Core Product)

OUTCOME

Improved performance
(Prioritized design roadmap created)

Executive Snapshot

The Problem

Users struggled to reliably find and manage items due to inconsistent search behaviour, unstable filters, and slow system feedback—resulting in frustration and repeated work.

The Focus

Simplify and stabilize search and filter interactions, improve performance feedback, and align key components to user expectations.

The Impact

Faster discovery, fewer repeated actions, increased user trust, and a more scalable Inbox foundation.

Project Overview

Metadata Card

Organization: State Street
Domain: MYSS Core Product (Inbox)
Role: Sr UX Designer
Duration: 4-6 Weeks
Methods: Thematic Analysis, Stakeholder Interviews.

Re-Designing for Inbox Platform

The Inbox experience is a core operational workspace used by customers to search, filter, and act on large volumes of tasks and documents. However, recurring usability issues around unreliable search, unstable filters, and slow system feedback were creating friction in everyday workflows.

This project focused on identifying the most critical breakdowns through thematic analysis of user feedback and translating those insights into clear UX improvements. The goal was to simplify discovery, stabilize core interactions, and establish consistent component behaviour that supports speed, predictability, and scale.

Problem Framing

Problem Prioritizations

Users rely on the Inbox as their primary task workspace. However:

  • Search behavior was unreliable

  • Filters reset unexpectedly

  • System feedback was missing during loading

  • Table layout slowed scanning

These issues created friction in almost every workflow.

Based on frequency of occurrence, workflow disruption, and impact on user confidence, four issues were prioritized:

  • Uneditable saved searches slowing repeated investigations

  • Filters resetting and forcing rework after task completion

  • Slow Inbox loading with no system feedback

  • Poor table scan ability increasing reliance on exact file-name search

These issues directly affected task completion speed, user confidence in system reliability, and overall productivity.

Research Approach

Method
Affinity Mapping.png
Affinity Mapping
Thematic Clustering.png
Thematic Clustering
Frequency.png
Frequency & Severity Tagging

Key UX Pain Points (Thematic Findings)

05

High
Priority

Saved searches cannot be edited
If users want to edit exisitng saved search, it is required to save it with a new name.

6/10
Users

Filters reset after completing tasks
Filters disappear after task completion.

3/10
Users

Performance slow & System Feedback missing
Slow loading with no visible feedback feels like system failure.

4/10
Users

Bulk download /delete file feature missing
User unable to download/delete multiple file as no option exists on the screen.

2/10
Users

Search bar disabled after one search
Search bar/option gets disabled once a search is performed

4/10
Users

05

Medium
Priority

Multiple Select Actions Not Easily Discoverable
Users are unable to easily find download/delete options when selecting multiple items in the table.

2/10
Users

File Size Limitation Causing Load Failures
System limits prevent files over 50 MB from loading in the Inbox. Users must split these files into smaller batches to ensure successful generation and delivery."

2/10
Users

Active/Current Mapped Client Visibility Missing
Users mentioned better visibility of active clients in older version.

3/10
Users

Difficulty Identifying Latest Version of Generated Reports
Users are unable to easily identify the latest version of regenerated files.

4/10
Users

Users Unaware How to Retrieve Older Data
Users regenerate files instead of retrieving historical data.

4/10
Users

Recommendations

  1. Search Experience Breakdown

    • Enable editing of saved searches

    • Persist search state across actions

    • Clearly separate basic and advanced search

  2. Filter Reset & Loss of Context

    • Persist filters until user clears them

    • Show active filter chips

    • Add explicit “Reset filters” control

  3. System Must Communicate During Performance Delays

    • Skeleton loaders

    • Progress indicators

    • Timeout messaging

  4. Bulk Actions Must Be Discoverable

    • Show bulk action bar when rows are selected

    • Use clear selection states

    • Place actions consistently

  5. Users Unaware How to Retrieve Older Data

    • Keep search input always enabled

    • Allow users to modify and re-run search without clearing state

    • Add clear “Clear search” control instead of disabling input

    • Preserve cursor focus in search field after results load

  1. Multiple Select Actions Not Easily Discoverable

    • Display a sticky bulk action bar when one or more rows are selected

    • Clearly highlight selected rows

    • Place Download / Delete actions consistently in the bulk bar

    • Support keyboard shortcuts for power users

  2. File Size Limitation Causing Load Failures

    • Display maximum file size limit near upload/download actions

    • Show clear, descriptive error message when size exceeds limit

    • Provide alternative handling for large files (background processing or download link)

    • Indicate file size in results table

  3. Active/Current Mapped Client Visibility Missing

    • Add a visible status badge (e.g., “Active”, “Inactive”, “Mapped”)

    • Ensure client status is visible without requiring additional clicks

  4. Difficulty Identifying Latest Version of Generated Reports

    • Add a “Latest Version” badge or indicator

    • Display version number and generation date in separate columns

    • Default sort results by newest version

    • Group previous versions under the latest file

  5. Users Unaware How to Retrieve Older Data

    • Add a clear “View History” or “Archived Files” option

UX Design Direction

Short-Term (Quick Wins)

  • Enable editing of saved searches

  • Persist filters after actions

  • Add loading indicators

Mid-Term

  • Redesign search and advanced search flow

  • Improve table hierarchy

Long-Term

  • Unified search framework across modules

  • UX telemetry for performance monitoring (optional)

flow diagram.png

UX Execution

Inbox-SC1.png
Custom Report
Primary Search
Advanced Search
Inbox Report
Inbox-SC2.png
Advanced Search
Search Category
Inbox-SC3.png
Search Result
Search Summary
Save Option
Edit Option

Outcome & Impact

Business Impact Icon.png
Business Impact

  • Increased analyst productivity

  • Reduced operational friction

  • Lower risk of workflow errors

User Impact Icon.png
UX Impact

  • Reduced repetitive actions during search and filtering

  • Faster task completion within filtered and searched contexts

  • Improved confidence in system behavior and reliability

product Impact Icon.png
Product Impact

  • Clear prioritization of high-impact UX issues

  • Better alignment between UX, product, and engineering teams

  • Foundation for scalable search and file-management patterns

Clear, evidence-driven roadmap that improved workflow efficiency, reduced friction, and increased confidence in the Inbox experience.

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