Customer-Owned Bank

Digital Transformation

Challenge

As part of  Digital Transformation, the customer-owned bank was under pressure to establish key experience design artifacts to enable the upcoming technology capability uplift.

Insight

Desk-research and interviews highlighted that the baseline expectations towards banking are growing rapidly. Young people looking for a single, customisable experience to manage cash-flow, track saving goals, understand their spending habits, and be made aware of upcoming bills. These insights helped to develop personas, customer journeys and story boards as well as a prototype for further testing.

Action

Engine’s Design Sprint

Day 1 – Map and Understand
Align Design Sprint participants on digital and neo-banks trends, millennials and their drivers and behaviors as well as compliance and fraud post the Royal Commission in to Banking.

Day 2 – Research
Speaking to eight university students to validate the assumptions reached on Day 1 about the needs of young potential customers.

Day 3 – Analyse and Define
Collaboratively analysing the interview data in order to define the customer needs more clearly and developing experience design artefacts.

Day 4 – Ideate and Decide
Narrowing down customer needs to a few elements for which we could develop a range of solution and build a concept prototype (two banking app screens: dashboard and saving goals screen)

Day 5 – Test
User testing the concept prototype with an additional four university students and collaborate on the key take-aways from the design sprint.

With the execution of Engine’s Design Sprint, the customer-owned bank was able to:

Build momentum within the transformation team towards the establishment of the targeted MVP

Gain key insights into the expectations and needs of the targeted user segment;

Create evidence-based design and validated concept protoype highlighting expected key features in banking today

Successfully support the enablement of the technology capability uplift

Validate the usage of design sprints to tackle complex problem statements and accelerate digital transformation

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