Panviva Manager user research

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It was challenging to access the competitors' platforms due to the lack of free demos. Instead, I researched their websites, YouTube Live sessions, and social media to gain insights into each platform's features.

I also referred to a marketing website that rates companies and their efficiencies.

To organize my findings, I created a Miro board to gather all the visuals I could find and document the results on Confluence.

Below is a picture showing the competition and where Panviva stands at the moment:

I conducted six user interviews in collaboration with the product team, involving clients from different fields:

• Banking & Finance
• Healthcare & Insurance
• Utilities & Telecom
• Government & BPOs (Business Process Outsourcing)

We discovered the following points:

• The layout is difficult to navigate; chunking and layering for non-experts is challenging.
• Users want to fast-track content creation, as they need to create multiple documents simultaneously and then delve deeper into each one later.
• There is a lack of simplicity in the layout and structure, making it hard to focus on the current task while always seeing the three mandatory panels.
• Users requested an easier experience for the limited time they have to navigate the folder tree and create new documents.
• They want the product to be more proactive; for example, the editor button should be easily accessible.
• There is a desire to reduce manual effort.
• Users expressed the need for personalized actions.
• The ability to right-click and drag-and-drop is essential.

The users we spoke to can be categorized into two types:

Power Users
They know exactly what to do and are looking for quick ways and shortcuts to perform actions efficiently.

New Users
They need clear indications of where to find actions related to folders and documents.

The users we identified fall into two categories:

Knowledge Managers (Bird’s Eye View)
They access the Manager primarily to manage the structure of documents, viewing folder and document names, and dragging and dropping documents into different folders. These users are typically high-level managers.

Knowledge Authors
They manage and edit document metadata, create new documents, and develop content. Their focus is on both editing and creating the actual documents.

We broke the Manager into smaller components—specifically the Manager tabs and tasks—and analyzed all the sub-features and flows of each part.

The main components of the Manager include:

• Manager Access
• Dashboard
• Editor Access
• Document Management
• Document Creation
• Roles Management
• Users Management
• Workflow Management
• Report Management
• Analytics Management
• Feedback Management
• Admin Management

Below is an example of the "Open a Document" flow within Document Management: