Deposit marketplace
Industry: Banking
Segment: B2B2C
Contribution: UX Design, Concept, Service Blueprint, UX Research, UI Design
Context
This platform allows users place deposits in any bank without opening an account.
The brief
To create a proposal of how the solution can help users from the Bank to handle their deposits: to create product brief and design concept.
The concern
The audience of the Bank might have no trust to the third party platform.
Planning
We started Discovery from identifying the needs of the Bank users and matching identified valued with the potential capabilities of the Platform
Hypothesis
The Bank users would be interested in increasing their deposit volumes with the better interest rates being sure that it is super safe and reliable.
Discovery Team
Product owner – responsible for managing product, business analytics and translation business to tech and stakeholder management
UX Designer – Me, who is responsible for all research activities, Service Blueprints, idea validations, usability testing and customer journeys and designs.
Research
Challenge
Having zero dedicated budget for research, to find, recruit and benefit participants of the interviews and user testing.
UX Interviews
Research questions:
- Difference in behaviour of Bank clients and FinTech users
- Patterns of financial behaviour
- Which Problems with depositing and money savings do clients have
- How do they solve such problems
Conceptual exploration phase
This phase I started from identifying general Business Process to be able to understand main steps.
Service Blueprints
Then, for each step of the process and I created Service Blueprint, so Stakeholders understand, how the whole system behaves on all of the levels and what kind of user interactions are possible.
Example of one of the Service Blueprints
Data is mocked
Designing
After analysis of the interviews I identified the core of the problems that the Bank users might face with deposit investments, knowing what Platform has to offer, basing on Service Blueprints, we started interface design exploration.
What has been done?
1. Defined visual design patterns
2. Created small UI Kit
3. Made UI Kit accessible for PO and external parties, so everyone can express their ideas and make concrete design proposals
Validation
I have validated this hypothesis and made usability test in order to understand if I am right with the assumption and I solved customer's problems with the product and created suitable interface
Methods:
- I combined classical UX interview with Usability Testing in order to validate if created interface fits to mental model of the users: users understand interface and users do no mistakes during performing the task
- SUS (System Usability Scale) in order to validate general usability of the interface.
Further development
Concept was successfully sold to one of the biggest German Banks.
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