At a macro level, the IA for the processes and tasks that bankers do with Microsoft Dynamics 365 (ICE) and Sales Customer (lending tool) have been mapped out.

Part of this process required an education piece to the business on what is IA, how it can help us understand our current information inside the above systems and why we need this information in order to redesign an enterprise wide CRM system that has these core capabilities.

IA in practice

The best IA for a particular product or system will depend on various factors, including the goals and needs of its users, the nature of the information being organised, and the context in which it will be used.

To do this, we need to understand how the pieces fit together to create the larger picture and how items relate to each other within the system. In our context this will be within the scope of Home and Small Business lending outlined further in the deck.

The technical landscape of our systems is then broken into detailed and high level views.

Part of the process also included to have process component reference model (PCRM) which governs all the processes inside the business marry up with our business component reference model (BCRM) which is the business architecture to showcase gaps within our capabilities at a task and functionality level so we could then map out core journeys required for our bankers to deliver products.

D365 IA (macro view)

Sales Customer IA (macro view)

What did we do with this information architecture?

We pulled out all it's functionality into processes, activities, tasks and buttons. We then used all of our bankers roles to establish different access to the various systems.

This meant that we were able to have a full landscape view of reality of tasks, understand which ones are by default redundant and won't be needed for future designs. e.g. If we had IA for screens and processes that no bankers used to serve our customers, they could be designed out for future state. This removed a lot of noise and duplication of effort required for bankers to serve customers.

Through interviews with our bankers, we were able to design for current state gaps and future state iterations.

High-fidelity prototyping and testing is showcased in future work and projects.