Working with clients is based on respect and trust. I take non disclosure agreements incredibly seriously. Due to this, I will outline the process I took to achieve success with this client, but will not disclose information that may breach this agreement.
Project Overview
Role Lead UX Designer
Team Large Financial Institute (NDA)
Process Full UX engagement
Tools Balsamiq, Workshops, Sketch, Invision, Procreate, Zeplin
Project Duration 9 months
Challenge
Create an app that engaged a target market which was currently not accessed by the financial institute
Provide value and expertise to users
Maintain the exceptional existing brand standards of the client
Continuously engage remotely with the client stakeholders, particularly the product owner and design team
Consider and include new initiatives in the Fintech space, particularly Open Banking
Approach
Discovery
I held a Product Definition Workshop with the key stakeholders from the company to clarify their vision for the product.
Following preliminary Desk Research, I ran Stakeholder Interviews to get an understanding of the landscape which the product would live in.
I interviewed representatives from the target market identified in the Product Definition Workshop to gauge their needs from the solution.
Definition
Using an iPad Pro, Procreate and Sketch, I summed up the key pain points of the users I spoke with in a Current Storyboard. This was validated with representatives of the target market.
I extracted Problem Statements and Jobs to be Done from the storyboard and created a Service Design Blueprint based off these which included the line of interaction and backstage. This was to ensure that the product would interact correctly with existing APIs and would integrate with Open Banking.
To make development easier, Functional User Stories were created and handed over.
Develop
Based on the Service Blueprint, I created a set of Wireframes using Balsamiq. I turned this into a low fidelity interactive prototype which I tested with representatives from the target market. Key features were validated and refined.
I created high fidelity designs taking inspiration from the clients existing suite of mobile apps.
I also wrote user friendly copy and outlined calculations required for the app, stepping into a product analyst role when required.
Deliver
Using InVision, I created a high fidelity prototype to test with users. I gathered feedback and used this to iterate upon the design. After this iteration, a similar testing session was held with the development team to ensure that there were no areas in the designs that would be unsupported by the chosen technologies for development.
I supported the development team throughout the development process. This included light QA-ing and design rework where required.
Results
The app is currently on the App Store and Play Store.
The client created a publicity campaign for the product which included promotional material in their newsletters and advertisements on their website.
Based off of its success in the UK market, the client is planning to release it internationally. They also signed a contract for further work with the agency.