The UX of AI
Discovery research within financial services to embed AI
The Problem
LSEG Workspace is a Data & Analytics platform with over 400,000 end users across approximately 190 markets. The advent of AI has presented new opportunities to increase automation and enhance workflows, but the business needed to discover how to to implement this new technology in a way that met users needs.
A discovery was required to explore the potential for AI, and a range of prototype concepts illustrating use cases were used as stimulus to explore the potential.
The Solution
I was hired by LSEG to work with the design and product teams to conduct the discovery. I faced the challenge of getting up to speed with complex software and becoming competent in understanding the possibilities AI could deliver.
I began by exploring previous internal research and meeting experts to become familiar with the possibilities of AI. I then ran a stakeholder discovery to capture research needs and hypotheses to provide clarity and generate buy in. The fieldwork involved multiple sessions with 44 users across 14 different persona, and I followed this up with a survey to capture metrics.
The Outcome
I used Figjam to create a research wall that became a shared artefact for designers and product teams to refer to, and delivered a range of reports for different stakeholders at exec level.
Some of the key outputs included a model that themed the most common pain in workflows for the various persona, an ‘opportunity matrix’ to communicate a hierarchy of potential for the AI concepts, and I employed the ‘how might we’ framework to illustrate unmet needs for opportunities.
The work was pivotal in helping the business to strategically align and prioritise development of Workspace. During 2025 I continue to work with LSEG on the implementation of AI to the business.